A specific employee not receiving notification

[jkhanddh]

Hi Everyone,

There is a particular employee who is not receiving the case assignment notification, but rest notifications are being received. What can be the possible issue.

Thank you in advance.

[OlaN]

Hi,

First thing I would check is the notification preferences for that user.

The notifications could have been disabled in their profile.

[Ankur Bawiskar]

@jkhanddh 

That user is receiving emails from other notifications but not from Case assignment one?

If yes then no issue with user profile

Please debug the notification only, see if the recipients are set correctly

If my response helped please mark it correct and close the thread so that it benefits future readers.

[GlideFather]

Hi @jkhanddh,

Navigate to the Email logs and search for that particular user (recipient, subject/case number, time stamp):

If the email is there, then it is at the user's side...

If the emails is NOT there, then it is at the system's side...

And/or check the user's preferences (you can impersonate for them):

EDIT: Last thing - if the notifications is related to the assignment, check they are a part of the assignment group OR the assignment group does not have the group email populated.

Because if the group's email is empty, then all the members recieve the emails, while when the group's email is populated then it is this email address to recieve all the notifications, it can be a distribution list for example...

[Shraddha Kadam]

Hello @jkhanddh 

If you're using event queues to trigger notifications, also check Parameter 1 and Parameter 2, in addition to the possibilities OlaN and Ankur Bawiskar mentioned.