Overview
In some cases, email notifications for case updates may not be received for some users even when the user settings are correctly configured. Email notifications in general are working for most other users. This issue can be caused by failed or stuck messages in the Site Configuration. It is important to verify whether the notifications are being blocked, misdirected, or not generated properly.
Solution
To troubleshoot and resolve issues with email notifications not being received for ticket updates, follow these steps:
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Retry the Email Sending Process:
- Check the Site Configuration for any failed or stuck messages.
- If found, retry sending the notifications. This has been effective in resolving similar issues.
- If this fails, carefully observe the message in the notification and reach out to your email administrator with the error reported.
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Verification Steps:
- Change the Associated Email Address:
- Temporarily change the email address associated with the account to a different one and observe whether notifications are received. This can help identify if the issue is specific to the original email address.
- Collect Additional Information:
- Obtain case numbers for which email notifications were not received. This helps in tracking and diagnosing the issue further.
- Check Spam/Junk Folder:
- Ensure that the user has checked their Spam or Junk folder to rule out the possibility of notifications being misclassified by their email provider.
- Verify Site Notifications:
- Ask the user to log into the system and check if they can view the notifications on the site. Request a screenshot of the site notifications to confirm if the notifications are generated but not delivered via email.
- Change the Associated Email Address:
By following these steps, you can identify the cause of the issue and take appropriate action to ensure that email notifications are received correctly.