Agent not notified of Issue Created

[Mike Fourie]

Our Agents do not receive emails when a new ticket is created.

We have an agent assigned to each request type that is created. Given the notification scheme, as the assignee they should get an email

Using the notification helper it seems i should get the email

I've been through several articles on here but no solution. Any ideas?

[Jack Brickey · Accepted solution]

Unlikely but this has bitten me before - make sure the agent is not also listed as Customer. 

[Mike Fourie]

Hi Jack, thanks for the reply. We are running this internally so our agents are assigned a role of Service Desk Team, then we have a 'full timers' group which is assigned to service desk customers. The agents are indeed also in that group.

Taking them out the full timers group will be a bit of a hassle as we'll have to check where we use security add another group.

Not sure why the logic would prevent a notification in this case.

I can try looking at removing an agent from full timers though and see if it makes a difference

Mike

[Jack Brickey]

I would definitely try that with one agent. I’m betting that is it. 

[Mike Fourie]

Ok I removed the group which had all full timers as customers. Created a ticket myself and had another agent create a ticket. in both cases i'm the default assignee. In both cases I still get no email. :-(

[Jack Brickey]

so a lot of things to consider on email notifications and it is really challenging to troubleshoot w/o seeing it first hand. Here are some things to consider/try/inspect:

• agents cannot be customer. make sure to check project > Customer and look to ensure the agent is not listed there or and organization if you are using
• make sure that you have a customer open a ticket and see if the agent get notified. as an admin you can login as a customer and go to portal to create a ticket
• users do not get notified of their own actions unless the user specifically requests this to occur (not a normal thing). I mention this as the image above seems to fall into this category.

[Mike Fourie]

Hi Jack

This put me on the right path 

• agents cannot be customer. make sure to check project > Customer and look to ensure the agent is not listed there or and organization if you are using

We had our Organization set as a customer. Removing this org seems to add a bunch of folks in by name, but not the agents. Raising a ticket on behalf of someone created a notification to me!

Previously I was making changes to the Project - Settings - People roles ...

Thanks very much for your help, you're a true Champion.

Mike