Email Notification Error

[Rahulkalra]

Hello Everyone,

i got one incident where user is saying that when he is adding new comments to user in an incisent , mail is not triggered to user in some cases . I have checked the email logs are available but the user haven't received it . How i can reboot this issue?

[SanjivMeher]

Are the emails set to Sent? 

Is the user part of the sent list or has he unsubscribed to any emails?

[Rahulkalra]

The affected user in incidents are not getting email but Assigned to person is getting emails . 

[SanjivMeher]

Check the Notification records. There should be two separate notifications. One sent out to the assignee...One sent out to the affected users. If you dont find any notification for affected user, you may need to build one. If you find one, check if the right fields are set to send the To.

[Rahulkalra]

But it is underlying issue . Usually when any person makes any comment on the incident the email should be sent to the affected user . Here according to the email logs the emails has been sent but when we check in incident there is no message coming up of sent email.