Support

I would start with the “is it plugged in” questions first:

• Can the site send emails, at all? Global Configuration, send test email.
• Is ATS configured to actually send emails? ATS, Options, Common, Send Emails must be Yes.
• Are the email templates set up? ATS, Email Templates, Reset if unsure (you will lose all customisation).
• Are any users set up as category managers for the category which doesn't seem to send out any email? This can be either implicit (Super User), or explicit.
• Is the category set up to not send email to specific managers?
• Is the manager's user preference to not receive system email, i.e. user settings, Receive System Email is set No? If so, yup, they will not receive any email from ATS.

I have found that most of the times I am troubleshooting an email sending issue, either the site can't send emails at all but nobody noticed before, or the manager has set their user preference to not receive system email, i.e. the first and last items. That said, best go through the entire list one step at a time. It's easy to set an optioned forget about it. Been there, done that.