Notifications - Some not getting sent?

Jim Young_desc9q

We have a service desk that we've just started using and it's creating an odd issue. Specifically, we have notifications turned on for new issues, and most of them come through just fine (85% or so)... but that other 15% never do.

I have googled about this extensively, tried all the tricks, have checked all the Spam stuff  - our own spam trap, the top-level one and desktop level one, and even used the notification helper to ensure that a notification SHOULD have been sent. Still, no rhyme or reason.

Has anyone dealt with a similar issue?

Angélica Luz

Hello Jim,

Thank you for reaching out to Community!

Checking the details you provided, I'm not sure if I understood correctly, so I would like to clarify if specific notifications are not received or if specific users/customers do not receive notifications.

If it's related to users not receiving notifications, I did a bulk search for the domains associated with your site and some of them had bounced emails and I removed it.

Also, I would like to let you know that, by default, we don't receive notifications about our own changes, so if, for example, you create a test ticket using the same account as assignee and reporter, no notification will be sent.

Another thing that may cause issues with the notification is the request type. When a ticket is created using the + button in Jira, the request type stays empty and the customer notifications are not generated, so please check if the affected tickets have a valid request type.

Regards,
Angélica