Ticket 2 — Distribution Group Membership

User

James Anderson — Sales Representative

Issue

"I'm not receiving emails sent to the Sales Team distribution group. Please check whether I have access to the group."

Investigation

The Sales Team distribution group was checked to establish the expected membership and mail-delivery configuration.

James Anderson was initially a member of the group.

Evidence: Sales Team distribution group showing the baseline membership.

James's membership was then removed as a controlled change to reproduce the reported access and delivery problem.

Evidence: James Anderson's membership removed from the Sales Team distribution group.

A test message was sent to the Sales Team distribution address to verify the resulting delivery behavior.

Evidence: Distribution-group delivery test following the membership change.

Diagnosis

The issue was traced to James Anderson no longer being a member of the Sales Team distribution group.

The membership configuration was reviewed to confirm the missing group membership.

Evidence: Diagnostic review of the Sales Team distribution-group membership.

Resolution

James Anderson's membership in the Sales Team distribution group was restored.

A new test message was then sent to the group to verify that delivery was restored.

Evidence: Distribution-group delivery successfully tested after James's membership was restored.

Verification

The restored membership and subsequent delivery test confirmed that the corrective action resolved the issue.

Technician Resolution

Investigated James Anderson's missing emails from the Sales Team distribution group and identified that his group membership had been removed. Restored his membership and verified successful delivery through a new distribution-group email test.

Evidence Summary

Evidence	Purpose
Distribution group baseline	Establishes the original membership state
Membership removed	Demonstrates the controlled failure
Delivery test	Demonstrates the resulting mail-delivery issue
Membership diagnostic	Identifies the missing group membership
Delivery restored	Verifies successful resolution

Support workflow:
User Report → Membership Review → Controlled Failure → Diagnosis → Restore Membership → Verify Delivery