User has not recieved the email in outlook but Outbox/Email table log shows the user in TO recipient

[Kartik Choudha1]

Explaination -

Issue- (Note this is happening with one particular user only)

• Work Notes section shows the email entry which is sent and that shows the two users in TO recipient. User A, User B
• Email log - sys_email table or outbox table shows the log in SENT state. PFB breakdown of two field from email log.
  • To - User A, User B
  • Recpients - User B only
• Outlook email has been sent to only User B.

Findings -

• User record is active, valid and not locked out.
• Notification device record is ACTIVE true.
• Notification is based on the event. So, event is getting generated and Param1 is having two sys_id of user record (User A, User B)
• Notification is not having any condition, it is event based.
• Notification record's Param1 field is checked.

Only catch i can see is -> sys_email log is showing two users in TO field but only 1 in Recipient field.

Any help would be appreciated.

Thanks in adv!

[Ankur Bawiskar]

@Kartik Choudha1 

things to check

-> if user is there in recipient and email is sent then check in that user's outlook config if it's going to Junk/spam folder

-> is this happening with only that user or any other user as well

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Kartik Choudha1]

Hi @Ankur Bawiskar 
User is not in the outlook email's recipient itself.

But he is there in the TO field of Sys_email log table

+

He is not there in the RECIPIENT field of sys_email log table.

[Ankur Bawiskar]

@Kartik Choudha1 

if that user is in TO then that should also be sufficient.

How about this happening with other user?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Kartik Choudha1]

Thanks for the response! @Ankur Bawiskar 
For other users, their email IDs are present in both the fields TO and Recipients.