Why aren't my Service Desk Team members receiving notifications?

[Randall Johnson]

I created a SM project and copied the default notification scheme and added the service desk team as a recipient when a work item is created.  However, they are not receiving notifications.  What can I do to troubleshoot?  Thank you.

[Marc - Devoteam]

Hi @Randall Johnson 

Notification based on internal notification scheme based on work item creation, will only be triggered if a work item is created in the project via the create button.

Work items created via the JSM portal, will not trigger the work item create notificaiton as the issue is not internally created.

In relation the user making the work item needs to have set the personal settings to receive email on own actions

So any user in the role Service Desk Team needs to go to https://<instance-name>.atlassian.net/jira/settings/personal/general

And change the personal settings, this could lead to much more mail for a user on changing this.

[Randall Johnson]

Just tried creating a work item internally and did not receive a notification there either.

Personal settings seem to allow for emails, but i did not see a setting related to creating a work item.  Besides, we are not getting notifications in product, either.

[Matteo Vecchiato]

Hi @Randall Johnson ,

Welcome to Atlassian community and thank you for your question.

Some possible causes:

• Email disabled at site level
• Personal email settings configured to don't receive email

I hope it helps.

Regards 

[Randall Johnson]

The notifications don't show up under the notifications bell, either.

We receive emails for other projects/spaces.