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when we create ticket it does not send notifications

Alejandro Pérez_osbwcl

If Jira Software users create issues from Jira, they do not receive ticket creation notifications, comments, etc. in their email. However, if they are created through the portal they do send those notifications. In our case we do not use the portal, all our clients have a Jira user. How can I have those same notifications that are received by mail without having to use the portal?
Thanks

Accepted answers

Rilwan Ahmed

Hi @Alejandro Pérez ,

Please check below two points.

Check if notification is enabled for the project and who all will get notified for each actions. i.e. Go to project settings --> Notification.
More details about notification scheme is in https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/
Users to receive notification on their own changes, each user has to modify their personal settings.
i.e. go to https://XXXXXX.atlassian.net/secure/ViewPersonalSettings.jspa --> Select "Send me Email notification" in "Email notifications for issue activity" section --> select the required items.

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

All comments

Rilwan Ahmed

Hi @Alejandro Pérez ,

Please check below two points.

Check if notification is enabled for the project and who all will get notified for each actions. i.e. Go to project settings --> Notification.
More details about notification scheme is in https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/
Users to receive notification on their own changes, each user has to modify their personal settings.
i.e. go to https://XXXXXX.atlassian.net/secure/ViewPersonalSettings.jspa --> Select "Send me Email notification" in "Email notifications for issue activity" section --> select the required items.

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

Alejandro Pérez_osbwcl

Thanks for your reply.

I've gone over both things. I have created a new Schema just for this project.

I have given notification permission when a ticket is created, for example, but the user who creates the ticket does not receive the notification (the user is from Jira Software) and the jira-users group that has permission to receive notifications.

If I create a request from the management service portal, it sends the notifications, however, if an issue is created from within Jira with the Create button, it treats the task differently and does not send the notifications.

I think it must be because Jira-Software users do not have any special permission that can receive notifications from the Management Services software.

How can I solve this?
Thanks

Rilwan Ahmed

Hi @Alejandro Pérez ,

Is the issue only for particular user or for all users ?
When you create a ticket, On which field are you adding the user to ?
Is the user field or the group is added in the notification scheme - Ticket created action ?
Is user not getting updates only when he makes changes OR for other user changes where user is part of the ticket ?
For notifications of his own changes/create ticket, Did you get in touch with the user directly ? He/She needs to update their profile as I mentioned in the point 2.

Alejandro Pérez_osbwcl

Hello @Rilwan Ahmed

Sorry, it was my mistake for not checking one of the user's permissions in person.

The error was that default users do not have the "You make changes in the issue" permission.

We have done several tests because it behaved differently when a Management Agent created a ticket and when the Jira Software user created a ticket from Jira.

Thanks for your help.
Have a nice day.

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