What to check if JIRA Cloiud Service Desk is not sending email to agents upon issue creation?

Question

Our JIRA service desk instance stopped sending us email upon issue creation, new comments etc. We used to receive email from jira@ourinstance@atlassian.net.

But we're still receiving email from automation rules, such as sending a reminder email when an issue has been in a 'Waiting for customer' status for few days. What should I do to resolve this problem?

Enkhtaivan Ganbat · Answer

Kian,

I've checked with 'Notification Helper' and result was that I should receive notifications for issue creation and changes to issues except for my own changes, but I'm not getting any notifications except from automation rules that I set up.

Kian Stack Mumo Systems · Answer

Enkhtaivan,

Can you double check your notification scheme and make sure that it is set up to alert your agents on ticket creation, ect?

Thanks,

Kian