Email notifications to the member of the groups not working

Document ID : KB000006352
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

Approval Email notification cannot send  out to the  members  of  a group .    For diagnosing purpose ,  in a request detail page ,   click "Email" button trying to send a request  email to  an individual contact  or a group (which this individual  contact belongs to) to test  :

1)  in "TO" field ,   input the individual contact's userid ,  it is able to resolve to the correct email address of this contact , so the request email can be sent out accordingly 

2)  However ,  in "TO" field ,  input the  group name  that this contact belongs to , it is somehow not able to resolve to the email address of each individual contact in the group  as it is supposed to    and it gets the error message  

Environment:
service catalog 14.1 , 12.9
Cause:

When inputting  the contact's userid  in "TO" field ,  service catalog  identifies  it as a indivual contact   and then it will get the contact's email address from ca_contact table in MDB database .

However ,  when inputting the group name in "TO" field ,  service catalog identifies it as a group ,  and then it will query EEM about  the membership information of  this group and get each member's email address from EEM instead of the ca_contact table   here .   So ,  if the contact doesn't have correct email address also in EEM ,   catalog will not able to get the contact's  correct email from EEM and therefore cannot resolve the group name to its member's email address accordingly in "TO" field  .  

Resolution:

Check and Make sure the contact has the correct email address information in EEM also  :    login EEM UI  as EiamAdmin ,  go to   Manage Identities ->  Users -> search and locate the contact ,   and make sure sure it has the correct email address there  .