Issues with agents not getting e-mails sent to distribution lists they are a member of

Author: Dakotah Hirni

Description: Not receiving e-mails sent to distribution lists

Symptoms: E-mails are received normally except those sent to certain groups

Cause: E-mails bounce due to the user being suspended, throwing a flag that the user has to turn off upon reactivation

Resolution: 

To see if a user is affected, the user must navigate to groups.google.com in Google Chrome

If the user sees a red triangle like below

They will need to reset the bounce status flag.

In the top right, click settings, Select Global settings if needed. The page below should appear

Under bounce status, there should be an option for them to reset this flag. They will need to click it, and then save. This should allow them to receive e-mails again.