Why are Service Desk Agents not receiving email notification on email issue creation?

[Ashton Downing]

Hello,

We have a Classic Service Project and we have gone into project settings and added a Jira group for notification whenever an issue is created. We wanted to have any members of that group (the service desk agents) receive an email whenever an issue was created through an email ticket is sent in. But even though I can see the group in the Issue Created Notifications list for the notification scheme used by the project, we are still not receiving email notifications. Once an assignee is chosen the assignee gets email notifications though. 

If a user makes a ticket through the portal we get the email notification without issue. It's only email tickets that don't result in a notification.

What are we missing in order for the group to receive email notifications when new issues are created?

Thank you for any help!

[Jack Brickey · Accepted solution]

One remote possibility- are these Agents also listed as Customers in the project? If so, please remove them as customers and retest. Be sure to check any/all Organizations. 

[Ashton Downing]

That was the case. It's an internal helpdesk so agents were also listed as customers because they may submit tickets as well. Removing them did solve the issue, but it seems strange to me that agents can't also be customers and receive email ticket creation notifications.

Anyway, it's working now with the agents removed from the customer.

Thanks!

[Jack Brickey]

yep. seemed strange to me the first time I hit it as well. ;-)

however, it does kind of make sense given there are two different notification configs (customer and agents).