Notification not sending to group email

[Kent13]

Under the 'Who will receive' tab of an email notification, I have added a group email address in the Users field. This is not an actual user that is picked from the lookup, this is just an email address that is typed in the email box field below the lookup.    There are other users listed in this section and there are also some groups selected in the 'Groups' section who will receive the notification.  When the notification is triggered, I can go out to the System Logs - Emails and see where the email notification was sent, but the group email is not in the recipient list.

Does this field have to contain an actual user account? If not, what might be suppressing the group email from being listed in the recipients field?

[Brian Lancaster]

So when you look at the email logs does the email address not show up in recipients at all?

[Kent13]

Nope, that email address is not listed.

So as I dig deeper, I see a SN user account that is inactive, but it does have that same email address.  When I look at the preview of the email, it appears to be pulling the UserID of that inactive account, but that UserID has a red strike-through so it isn't sending (similar to other accounts that are still in a group but are inactive in SN).

My next step is to remove the email from that inactive account and see what happens.

[Brian Lancaster]

That is strange it should not be looking up from the user table when you enter an email address in the section that says "enter email address", if you look at our screenshots.  Especially if the email address does not match.

[Kent13 · Accepted solution]

Solved.

I had an inactive user account that had the same email I was using so even though the account was inactive, SN still pulled that user ID and tried to send to it.  However, because it was inactive, SN wouldn't send the email.  Pretty strange that it will use the inactive account but then not send to it.

The fix was to remove the email address from the inactive account and then I was able to actually send to that group email.