Notification- Assigned to Group Email Not Sending to AG Manager for Some Groups

[jlaps]

Good afternoon,

We recently had a manager leave and then immediately return. Somehow when we reassigned this manager as the ASSIGNMENT GROUP MANAGER for his many groups, the notification email that gets sent to the manager during incident assignment, is not being sent to THIS manager. All other assignment emails include the manager correctly, it is just this guy that is not getting sent to.

This is an external user, not internal, so we have to manually input his email address. He is confirmed the listed manager on the groups, and when we click the reference fields, they trace back to the correct user account and it has the correct email address.

Stumped! What could possibly prevent this one manager from receiving emails on group assignments?

[Ashley Snyder1 · Accepted solution]

Have you checked this manager's notification preferences to ensure they're not set to not receive notifications? Check the 'Notification' field on his user record and ensure it's set to 'Enable'.

Also check the groups and ensure 'Exclude Manager' hasn't been checked on them.

[jlaps]

You were right on the user's individual preferences; when I impersonated him, I could hit the gear and see they were off. Thanks for the help!