Agent's no Longer Receiving Emails when a Ticket is Created

[Andrew Huster]

It was recently brought to my attention that agents in one of my projects are no longer receiving emails when a ticket is submitted. This has apparently happened rather recently, and was working perfectly fine before. I have not made any changes to the notifications for their project. The user's also told me they do not change any settings on their side either.

Wanted to know what I can check/change to resolve this issue. Each project I have is setup the same way, and I still get notification emails for the project I am apart of.

[Trudy Claspill]

Hello @Andrew Huster 

Have the affected users checked their junk/spam mail folders?

You said this is affecting "agents" in one project.

1. Is that a JSM project?
2. Is it Company Managed or Team Managed?
3. Are all agents of the project affected?

Can you show us the Notification configuration for the Issue Created event?

Can you show us evidence that the affected user is a member of the Project Role or User Group or whatever that is a recipient for that notification?

Can you get the user to provide screen images to share here showing their personal notification settings?

[Andrew Huster]

Hello Trudy,

Thank you for the Reply.

I checked the mail flow to see the emails they were supposed to receive and the email for a new ticket being created was not listed anywhere. I would be able to see it regardless if it went to a spam folder or not.

It is a JSM Project, its a Team Managed Project and all of the agents are effected. No one is receiving the ticket creation emails. It seems this is true for all projects and not just the one I had initially thought it was. They were just the first ones to bring it up.

I just created a Test Ticket in my IT Project, and I did not receive an email myself.