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Questions on notifications

smacneill

I am trying to understand why I am not getting notified when a ticket comes into the system.

we have our customer portal, where persons can select Common requests, etc. they fill in the data in the form, then it gets submitted to the service desk. However, we don't get any notifications that a new ticket is there.

I have tried to edit the notifications even adding a single e-mail to the "Issue Created" System, and all the other events, and still nothing.

Any Ideas

Accepted answers

All comments

Brant Schroeder

go to project > project settings > notification. Ensure that the role that your agents are associated with is included in the Issue Created event

If you have confirmed that the notifications are setup correctly you can use the notification checker to diagnose issues.

Use the JIRA Notification Helper. The JIRA Notification Helper can help you diagnose why a user isn't receiving email notifications when they should be, or why a user is receiving email notifications when they shouldn't be. This tool is only available to JIRA administrators.

To diagnose why a user is or is not receiving notifications for an issue:
1. 1. View the issue in JIRA.
  2. Click Admin > Notification Helper.
  3. Enter the username of the user.
  4. Click Submit.

Clark Everson

Check your personal notification settings too

if notifications are off here you won’t get them

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

Dave LIAO

@smacneill - if you want to troubleshoot Jira Service Management-specific notifications, go to your project's settings, then check "Automation".

Are there any rules configured to notify your team when an issue is created? If not, you can create one. Hope this helps!

Learn more about Automation in Jira here: https://www.atlassian.com/software/jira/guides/expand-jira/automation

smacneill

Hello,

Ok so I added a rule for "Issue Created" I am curious because in the portal people are raising a request, is that the same as an issue?

I am also curious as to why the notifications are not working under the notification settings I have added under all things to send an email to our IT inbox, but nothing ever comes From Jira.

I was thinking that an issue is different than a request, but there are no notification settings specifically for requests.

Clark Everson

When you say your notification settings are you referring to your notification scheme? If so, if your Jira isn’t public the send via email address in notification schemes won’t work. You’ll need to set the automation for Jira to send the email in that case or make your IT inbox a user inside Jira. Automation is the easier cheaper way.

if you’ve already created an automation can you screenshot it?

smacneill

Hello,

Yes the notification Scheme. In the default scheme, I added the "send to E-Mail Address" but it never comes. I checked our spam filters and such and it's just not sending.

4YKDaTO

but to show you the way I have the automation setup:

yQxvNTU

Lastly, what I was talking about before is. If I look at my project window, on the left hand side flyout. there is a list of goodies.

- Queues shows my queues
- Raise a request is where the customers put their tickets in
- Issue Forms I created a single form for new hire stuff.

does this issue created thing work with requests? or are they literally talking about an issue input?

avetyuQ

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