User in group email not receiving emails from ServiceNow

[Community Alums]

Hi Community,

I have a situation, where user in a group email( attached screenshot) not receiving emails from ServiceNow

I've checked the notification is enabled in user record and ServiceNow is sending emails to the group email.

for individual updates where the user is mentioned the user is receiving emails, but when an incident is created the email is being sent to the group email and only one user from the group not receiving emails, is there a way I can debug this?

[Aniko Hegedus]

Hi,

Is it possible that the user does not have access to this email account and when he is mentioned individually, he receives the email on his personal account?
Anyway, I doubt it is to be debugged in Servicenow. Rather in Outlook or wherever they read their emails.

Aniko

[NotNowBoss]

So even if user notifications are enabled, they are still able to disable the notification itself.
The notification in the user record from what i know is just if they have notifications enabled overall.

So i think that could be the problem for you

Example to just disable the notification "Incident closed" im ITSM

Impersonate the user
User preferences
Notifications
find IT Service Management
Find the "Incident closed" notification and set false.
The user will from on not get notifications from the incident closed

[BharathChintala · Accepted solution]

@Community Alums  Looks like that user not part of that group email. Ask him to check with that group email owner whether he is part of it or not. 

Thanks,

Bharath