The agent does not receive notifications about the creation of a task when he is in the jira-administrators group. Agents in the jira-servicedesk-users group receive notifications correctly.
Have you taken a look at your notification scheme?
You can access that either through the notification schemes and see which one is linked to your project OR go to project settings and see what is set on "notifications"
There you should have an event for "Issue Created" and a list of roles/groups/users that are notified.
For example:
I have so. An agent belonging to the jira-administrators group is also a member of the jira-servicedesk-users group.
and you mention they are "also a member of" are you using nested groups or just adding them to both?
I don't work with nested groups that often but was able to find that it was a bug in the past:
https://jira.atlassian.com/browse/JRASERVER-39366?workflowName=JAC+Bug+Workflow+v3&stepId=11
Can you just try by adding the group directly? (or setting up a role and adding both groups to that role (that would be a cleaner solution).
If the group directly on the scheme works I think we still have the same behaviour as described in my linked issue.
As it turned out, everything is easier for me. Emails ended up in spam.
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