Notification is not sent to one particular user

[Mandy11]

Hi!

I have a problem with a notification that is sent when a case is commented, contact language is not french and state is not resolved or closed.

Here are the settings notification :

For information, email source in 'Users/Groups in fields' is a custom field where we put an email address.

Case where the notification is not sent for only the user who has his email address in email source : the case has a contact but he doesn't receive anything because he has notifications disabled. An email address in source email field and no user in watch list.

Here is what I have in email log. I don't see errors.

I have in outbound the mail that should be sent. I don't understand why it is mailbox: skipped and state ignored.

So, do you have any idea why it was not sent ?

Thanks !

[Tony Chatfield1 · Accepted solution]

Hi, a notification will be ignored if a similar notification for the same user/email is triggered with a lower weighting. If this is the cause then setting the weighting to 0 should ensure that the message is always sent.

[Mandy11]

Thank you, it works!

[vkachineni]

Check the 'notification' setting on the user. It should be enabled. The field may not be on the form. Add it to the list to check the value.