Work Item created email notification not sent to assignee

@Tomislav Tobijas 

* The asssigee is assigned manually  by reporter using inline edit. No automation.

* in notifications i do not see the "Work item created" in Direct notifications but when showing "All" (which is expected as the assignee is assigned shortly after creation due to Jira multistep issue creation

* in notification i do not see a "Issue edited or assigned" 

* also in issue history i do not see a work item edited event. it seems the inline assignment does not trigger any events at all?

@griesi007 interesting...

In the history, this should be logged as "User A changed the Assignee"; see below

I do have a couple of questions:

1. Does this account (which is not receiving notifications) have access to multiple sites? If so, have you checked whether it's on the correct site (for in-app notifications)?
   I was just testing something so I noticed in-app notifications do depend on which site you're currently on.
2. Do you have other users within the same site? If yes, do they receive notifications for this or any other actions performed by another user/account?

What you could check or do is to navigate to Atlassian Support: Pricing, Billing & Licensing and select options until you get to the AI chatbot. Within AI chat you can explain the issue and it should ask you for the email address of the account which is not receiving these notifications. It could be that email, somehow, landed on their suppression list, and I believe their AI (or some kind of automation) can handle it for you.

Another thing you could do is to start free trial of Standard or Premium plan and then raise a technical ticket here: Atlassian Support 🎟️
Once you resolve this, simply switch back to free plan.

@Tomislav Tobijas interestingly i do never see an "asssignment" in history. my account (=assignee) is jira admin. Probably only assignee change is logged but not the initial manual assignment? No other user i can test with

@griesi007 yeah... As James said, this is recorded a bit differently if you set the assignee during the work item creation.

I'd recommend checking what James suggested in his last reply.

If, with that, you still don't find the issue, I'd suggest following this:

Another thing you could do is to start free trial of Standard or Premium plan and then raise a technical ticket here: Atlassian Support 🎟️
Once you resolve this, simply switch back to free plan.

@James Gamble There is no assign action in my UI

Looking at your screenshot, you’re already in the right place. In the current Jira Cloud UI, the assignment is made directly through the Assignee field in Details rather than through a separate Assign action.

For the next test, I’d create a fresh work item and leave it Unassigned at creation. After the work item exists, set:

Details > Assignee > your account

Then check Activity > History immediately afterward.

You can also run:

key = YOUR-KEY AND assignee CHANGED

If the initial Unassigned > User assignment doesn’t appear in History and the work item doesn’t match that JQL, try changing the Assignee once more afterward, such as back to Unassigned.

If that second change is recorded but the initial assignment isn’t, that would narrow this down specifically to the first post-creation assignment.

@James Gamble 

• creating an issue with initial assignement: no assigned event recorded
• When unassigning afterwards and reassigning :the assignment is recorded
• creating an issue unassigned, assign afterwards: the assignment is recorded

Hola griesi007,

That test is really helpful.

Your results show that Jira behaves differently when the Assignee is set during work item creation versus when the Assignee field is changed afterward.

When the work item is created with an assignee already set, you aren’t seeing a separate Assignee change in History. But if you create it as Unassigned and assign it afterward, or unassign and reassign an existing work item, Jira records those changes normally.

That lines up pretty well with Atlassian’s documented notification behavior during creation. Jira can fire both the Work item created and Work item assigned events at essentially the same time, and Atlassian suppresses the duplicate notification rather than sending both.

So at this point, I don’t think the missing History entry is the problem. Your testing shows that normal Assignee changes are being recorded correctly once the work item already exists.

I’d go back to the notification configuration and specifically verify that Current Assignee is included under Work item created, not just Work item assigned.

Atlassian documents those as separate notification events, and the Current Assignee can be configured as a recipient.

If the current assignee is already configured for the work item created, I’d do a fresh test and immediately check:

Space settings > Notifications > Space email audit

Search for the Assignee there. The useful bit is whether Jira attempted to send anything at all. If you see the message with a bounced or suppressed status, you’ve got a delivery problem and can address it there. If there’s no entry at all, that points more toward Jira never generating the notification for that creation event.

Since you’re on the Free plan, I’d also keep the 100-email-per-day limit in the back of your mind. Jira pauses email notifications after that limit is reached and resumes them the following day. It doesn’t sound like the most likely explanation here, since other notifications are arriving, but it’s easy to rule out.

At that point, if Current Assignee is configured for Work item created and a fresh test produces neither an email nor an entry in the Space email audit, I think you’ve got a pretty clean reproduction for support: assignment itself is working, subsequent assignment events work normally, but the creation-time notification isn’t being generated for the initial Assignee.

Thanks,

James