One of fulfiller members did not receive assigned ticket email notification

[bbf3562]

We got strange issue for the first time that client contacted us about his issue that he didn't get email notification when the ticket is assigned to group. Rest of other members was able to get email notification except him. He is already member of that fulfillment group and has correct email address and notification already enabled in his profile. When we look at Ticket activity, we saw that email sent all members except that person not in the dist list. In email system log, we found this,

"Information Notification 'Incident assigned to my group' (56ae47dfc611227501b04310882ac2ab) excluded recipients because user's device contains an empty or invalid email address (see "cmn_notif_device.email_address"): 'User full name' (19c8d1074f1ae688a68dafdd0210c7cd)   for INC**********"

When I created a test incident ticket and add his fulfillment group as assigned group and then tried to find his name in assigned to variable but he is not in the search list. I also tried copy and paste his full name and it end up red error textbox as invalid.

Does anyone know what possible reason why that happen?

[Srinivas Balusu]

Can you please check if the 'send to event creator' checkbox   is selected in your notification.

You will be able to see the option in 'Advanced view' of the notification only.

[bbf3562]

"Send to event creator" is unchecked. How that has to do with regular fulfiller?

[Srinivas Balusu]

If I am not wrong, it is not sending the notifications to the user who actually assigned the group. If that is the case, Usually the user who is responsible for triggering the notification will be excluded from the recipient list. 'Check' the box will not exclude the user form the recipients list.

I hope below link can give you more idea.

Troubleshooting email notifications - Send to the Event Creator

[bbf3562 · Accepted solution]

I found the reason why that specific fulfiller didn't receive email notification. It was because of his email address is blank in cmn_notif_device table in primary_email column that I mentioned error in my original post. We don't know why his email was blank there but we updated his email there and it worked.