user is not receiving the email

shristy2 · ‎07-27-2016

Hi All,

We have support in which 3 members are present.

When the incident is assigned to that particular group,2 people are receiving the email and other one is not receiving .

Checked wit hAD he is present in it,checked in the grp he is present.

What can be the reason?

Regards,

Shristy

david_legrand · ‎07-28-2016

Let's start again from the beginning I'll be a little bit verbose as you need to check the whole thing

Feel free to post screenshots for the different setup point and for the test scenario, if the test scenario is adapted to your case, modify it so it's adapted to your case

Setup:

1) One group with 3 users

==> Users are active

==> Users have "Notification" enable (on the profile)

==> Users have "Notification Preferences" active (at least for the given notification)

==> The group is setup so the emails are sent to the members of the groups and not to a "group email address" where the 3rd person would be missing

2) Notifications

==> Notifications is setup so no condition is preventing the email to be sent to the 3rd person

==> Is the notification sent to the event creator?

==> What is the weight of the notification? (empty, 0 or another number)

Test scenario:

1) Modify the incident to meet the conditions

2) Check on event logs that the "incident.update" event is triggered (it should)

3) Check that the email is created and sent (sys_email)

4) What is the recipient list? 2 users or 3 users?

View solution in original post

shristy2 · ‎07-28-2016

Hi All,

All the steps which you people suggested tried,everything is at its place.

But still not getting the notification.

Regards,

Shristy

david_legrand · ‎07-28-2016

Let's start again from the beginning I'll be a little bit verbose as you need to check the whole thing

Feel free to post screenshots for the different setup point and for the test scenario, if the test scenario is adapted to your case, modify it so it's adapted to your case

Setup:

1) One group with 3 users

==> Users are active

==> Users have "Notification" enable (on the profile)

==> Users have "Notification Preferences" active (at least for the given notification)

==> The group is setup so the emails are sent to the members of the groups and not to a "group email address" where the 3rd person would be missing

2) Notifications

==> Notifications is setup so no condition is preventing the email to be sent to the 3rd person

==> Is the notification sent to the event creator?

==> What is the weight of the notification? (empty, 0 or another number)

Test scenario:

1) Modify the incident to meet the conditions

2) Check on event logs that the "incident.update" event is triggered (it should)

3) Check that the email is created and sent (sys_email)

4) What is the recipient list? 2 users or 3 users?

shristy2 · ‎07-28-2016

Hi,

Thanks

As you said i checked all the conditions david,all conditions are met in dev and prod environment.But mail is triggered to all the 3 recipientin dev but in prod oly 2 user is receiving still.

Regards,

Shristy

david_legrand · ‎07-28-2016

You'll need to take screenshots, I don't think we can help you more without

Inactive_Us1474 · ‎07-28-2016

Hi,

Have you checked the email logs with the recipients and type as sent?

Thanks

Hit Like/helpful/Correct, if applicable.