We stopped recieving automatic messages to one particular adress in our domain. Can anyone help?

[SAV Avatel Telecom]

Hey guys!

We are getting literally crazy because we don't know what is the problem with the rule itself.

We have a simple rule so we get cco'd everytime we send an email with an automatism.

The rule triggers when we change the workflow from new to in progress, it should be sending that cco's to all our personal mails + two shared emails (All of them are from the same domain). It was working fine until about 1-2 months ago when it stopped sending it to just one of the two shared emails.

We checked everything but there were not changes in the rule itself, there is also no rules in the mail itself, the automatism email and domain are whitelisted and we are recieving from the other automatisms in that same email just right. IT checked everything too and the say it should be working but they don't know why we stopped recieving them in just that one mail.

Anyone have any ideas of what the problem could be or what can we change so it works fine again?

Thank you so much, and sorry for the trouble!

[Tom Lister]

hi @SAV Avatel Telecom 

The most common reason I've found, when nothing has changed o the server, is client changes.

Have you asked you user to check their junk email inbox?

Can they see a test email sent from the system/send email option?

[SAV Avatel Telecom]

Good morning Tom,

First of all thanks for answering!

There is no mails in the junk email inbox from that sender but the inbox it's working fine with the rest.

We tried already tried testing it and it doesn't recieve the mails from this automatism in particular (The adress is whitelisted), the rest of them work just fine. We tried sending them as reciever, cc and cco and none of them works.

[Tom Lister]

Ok 

Double check that those users have permission to look in and view the issues.

Also ask them to check their profiles Personal Settings

Users often change these