Not getting email notifications for Notification Types

[Bharath Avula]

Hi All,

Notifications are not getting triggered when issue created/edited or make any changes in a ticket.

In recipients reporter is added for 'A work item is created', but still i'm not getting notifications. 

But when someone makes changes in my ticket then i'm getting the notifications.

And i have selected all the check boxes in personal settings.

Please advise how can we resolve this.

Thanks,

Bharath

[Trudy Claspill · Accepted solution]

Hello @Bharath Avula 

In your first sentence you said that Notifications are not getting triggered when issues are created or edited. But in the third sentence you said you are getting notifications when somebody makes a change to your ticket. 

What are the specific scenarios where Notifications are not received?

1. Who makes the change?
2. Who is not receiving the notification?
3. What is the recipients relationship to the issue (reporter, watcher, etc)?
4. Who are the recipients designated in the Notifications configuration for the project for the activity that occurred in step 1?
5. Are you not getting emails, or not getting in-app notifications, or a mix of both?

There are individual notification preferences that a user can set that can affect whether or not they receive notifications.

Click on the gear icon near your avatar in the upper right corner.

Select Notifications Settings.

You will see a page with a variety of settings you can manage for notifications.

If you don't receive notifications when you are the person that makes the change in the issue, check if the "You make changes to work items" option is enabled.

[Bharath Avula]

Hi @Trudy Claspill 

Thank you for the quick update.

1. Who makes the change? Project Admin, When any changes in the user ticket user is getting notification.
2. Who is not receiving the notification? User who creates the issue or even assigned to same user (like both Assignee, Reporter)
3. What is the recipient's relationship to the issue (reporter, watcher, etc)? Have added to all the Notification Type (Reporter, Assignee)
4. Who are the recipients designated in the Notifications configuration for the project for the activity that occurred in step 1? Project Admin is getting all the notifications, but not the others
5. Are you not getting emails, or not getting in-app notifications, or a mix of both? Only not getting emails, but when we do automation user is getting notifications.

User also added as a project admin but still not receiving any notifications and also checked all the notifications in settings.

Let me know if you need any further information.

Thanks,

Bharath

[Trudy Claspill]

Hello @Bharath Avula 

Thank you for that additional information.

For each user that is not receiving notifications via email, do I understand that they are receiving the in-app notifications for the same activities (shown under the bell icon)?

Can you have each affected user click on the gear icon near their avatar and select Notifications Settings. Have them confirm that they have not disabled the Email option at the top level under Defaults, nor for any of the individual actions listed below.

Additionally have them check at the bottom of the screen to see if it list there that they have customized their Notification preferences for the specific project of concern. Customizing preferences for individual projects overrides the settings on the main Notification preference page.

Each user has to do that for themselves. It is not something an admin can do for them.