Group members not receiving email notifications when a ticket has been assigned to support group

[vinod42]

Hi Experts,
We have created new SRM forms for our applications. But we are not receiving email notifications when a ticket has been assigned to our support group.
Analysis : 

• DL is working fine.
• Checked email logs, email notifications receiving for group email but not Individual members in group.

Please help me in resolving this issue.
Thanks in advance.

[Maik Skoddow]

Hi @vinod 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[vinod42]

Hi @Maik

I've compared with other groups, others groups are also set "false" for "Include Members" even other group members receiving email notifications except the affected group.

[Maik Skoddow]

Hi @vinod 

Collecting all recipients for notifications is a comprehensive process. Some time ago I started writing an article about it, but wasn't able to finish it yet. From that article I extracted the following two pictures I have created and which give you an idea how the recipients list of a user group is built.

Follow the decision tree to find out what's going wrong. I cannot help further as I have no access to your instance.

Collect recipients on group level:

Decision tree on user level (users taken from the green exits in the above picture)

Hope that helps

Maik

[Maik Skoddow]

Hi @vinod 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik