Email Notifications - Not always being received for some events

Question

Hi,

We've recently deployed JSM Cloud for our organisation, and we're having issues with email notifications on issue events. Permissions/Notifications Schemes and user profile settings have all been checked. Using multiple test issues, email notifications seem to work sometimes, and not others. I've tested the notifications helper, everything appears to be working, and yet, users are in some cases not receiving notifications.

Any thoughts on this topic?

Adam Bosen · Answer

Hi Brant,

Issue appears to be affecting users that are agents (i.e. Service Desk Team). Notifications appear to be very hit and miss, i.e. sometimes issue created, sometimes not. Sometimes issue updated, sometimes not.

I've tested removing users from customer organisations, this does not appear to resolve the issue.

Thanks & Regards,

Brant Schroeder · Answer

Adam,

So the users that are having issues are not agents?

Adam Bosen · Answer

Hi Brant,

Normal user setup is the following:

- Service Desk Team

- Customer (for portal access)

Reason for this is; request types are the entry point, i.e. via portal. A lot of automation / logic / dynamic forms / queues built on the request types. Users had a habit of using the create button in service desk hence bypassing automation/dynamic forms, so this was breaking the service desk. So I removed the Service Desk Team from Create permissions (in all projects, for clarity), and added all users as customers under our organization.

Thanks & Regards,