Incident notification recipient list

[Zubair Alam]

Recipient List of an Incident assignment email notification is missing members who are part of the assignment group. 
Missing members have all of their notification settings intact. 

"Include members" check box is checked on the assignment group page.
Any clues why such email notification is not being received by few members of the group?

Thanks for your help. 

[_Gaurav]

@Zubair Alam 

Click on preview notification and then it will show you the users who are not receiving the notification, hover over those records and it will show you the error.

Please try to identify from there.

Thanks!

[Martin iTSM]

Hey there,

they need to be active in their user record (might sound obvious - but who knows)

You can try to preview the email - usually if for some reason the notification will not be sent to someone their name will be stroke out in red in the preview - if you hover over their name, SN should display a reason why that person won`t receive the notification.

E.g.:

Cheers!

Martin

[Dr Atul G- LNG]

Hi @Zubair Alam 

The prime reason is user dont have email account / details in user table

or 

user may not be active. 

[SunilKumar_P]

Hi @Zubair Alam, Have you checked the email logs in servicenow to make sure the email sent is missing the recepients? If the email log contains the recepients then the users may have the email rules to move / ignore the emails.

Regards,

Sunil

[Zubair Alam]

Hi @SunilKumar_P . Thanks. 
Yes the email log contains delivered email with recipients included but couple of users missing.