Group Members Not Receiving Emails or Notification From ServiceDesk

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Members of the group contact in CA Service Desk are not receiving emails or notifications for any ticket from Servicedesk and there are no error messages.

Environment

CA Service Desk Manager 17.1 and higher.

Resolution

The reason for this may be because the "internal option" is set for the activity notification(s) and members of the group do not have their individual contact information on CA Service Desk.

The "internal option" sends notifications only for those contact records in CA Service Desk.

The internal option either needs to be disabled or those members of the groups need to have a contact record in Service Desk.