nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Support team not receiving email Notifications.

Eric B_

When a user opens a ticket our internal support team is not receiving any emails.

We have added them to the default notification scheme and all templates but still when a user opens an issue we are not receiving any email alerts.

The user receives all the necessary emails but our internal team doesn't

Please Help!

Accepted answers

All comments

Hernan Halabi - Elite IT Consulting Group

is the support team part of an organization? see the following question similar to what you mention

Jack Brickey

what do you mean by "internal team". To be clear are you talking Jira or Jira Service Desk here?

Eric B_

Jira Service Desk. we are trying to configure a ticketing system. yes the support team is part of our organization.

Hernan Halabi - Elite IT Consulting Group

As stated on the other answer, when the agent is a customer as well because belongs to the same organization than the one who submitted the ticket, it confuses jira and notifications might not go as expected. Make sure that those users don't belong to the same organization in JSD

Eric B_

We are testing with emails outside of the organization. And those emails are not within our organization.

Hernan Halabi - Elite IT Consulting Group

may I ask for some print screens with the notification scheme assigned to the project as well as project roles to see that config? also show the customers tab where the organizations are supposed to be, your last comment leads that is not the case but the more the better

Jack Brickey

Ok so sort of what I thought. I have moved the post to JSD. Also, please be sure to use the reply button rather than the Answer button when replying to someone in the thread if possible so as to keep the discussion legible for future folks.

if you have your agents listed as customers they will not receive notifications "as agents". I ran into this very thing when I first got started.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-cloud