Notification will not work correct

[Ingo Syllwasschy]

Hi guys,

When an agent (agent_one@firma.de) creates a ticket by sending an email to the Jira inbox (service@firma.de), sometimes no internal notifications about the creation of a new ticket are sent to the agent group (agent_group@firma.de) by email. Most of the time, however, they are. However, the notification scheme is set so that it should always do this. I am currently missing any approach on how to find the cause of the error.

Any ideas?

Ingo 

[Ingo Syllwasschy · Accepted solution]

I seem, that Jira SM Cloud does not send notification when an internal user (same Domain as the Service Desk E-Mail) creates an Issue. Our Service Desk wants notification by E-mail in this case too. Can I activate this? How is this possible?

Regards

Ingo

[Ingo Syllwasschy]

:facepalm:

The answer is: Is an agent (agent_one@firma.de) customer of their own organization, Jira SM does not send Notification about the new ticket. After deleting agent_one@firma.de from the organization, it will be fine

[Igor Medeiros - Modus Create]

Hi @Ingo Syllwasschy ,

If you are open to using 3rd-party applications, our app Notification Assistant for Jira can help you with this scenario.

It allows you to create fully customizable notification schemes and templates.

Feel free to reach out if you'd like to know more.