User in assignment group is not receiving the emails when as incident is assigned

[SaiVasanth]

Hi All,

My concern is only one user is not receiving the mails when an incident is assigned to that particular assignments. I have did all the basic things like user notification settings, user mail id is valid or not. Can anyone have the solution for this.

Thanks & regards,

Vasanth.

[Ankur Bawiskar]

@SaiVasanth 

Is that user set as recipient in email log?

Did you check any other custom logic is removing that user?

[SaiVasanth]

Thank you for the response @Ankur Bawiskar 

No the user is not showing as a recipient in email log!

And I checked other logics and I didn't find anything that is removing the user.

[Ankur Bawiskar]

@SaiVasanth 

did you try adding that user to some other group and see if it works there?

[SaiVasanth]

I just checked that is, the mails related to the sc_task is going for the whole group including that unique user as well. Only for the incident that is assigned to that group where this user is present is not getting mail.

*** For your question yes I have checked with adding different group and the mails aren't sending to that user. The one thing I observed is only the mail when the incident is assigned to the particular group is not going other than that if the additional comments or state changed emails are going to that user along with the other members in the group.