nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Agent's no Longer Receiving Emails when a Ticket is Created

Andrew Huster

It was recently brought to my attention that agents in one of my projects are no longer receiving emails when a ticket is submitted. This has apparently happened rather recently, and was working perfectly fine before. I have not made any changes to the notifications for their project. The user's also told me they do not change any settings on their side either.

Wanted to know what I can check/change to resolve this issue. Each project I have is setup the same way, and I still get notification emails for the project I am apart of.

Accepted answers

All comments

Trudy P Claspill

Hello @Andrew Huster

Have the affected users checked their junk/spam mail folders?

You said this is affecting "agents" in one project.

Is that a JSM project?
Is it Company Managed or Team Managed?
Are all agents of the project affected?

Can you show us the Notification configuration for the Issue Created event?

Can you show us evidence that the affected user is a member of the Project Role or User Group or whatever that is a recipient for that notification?

Can you get the user to provide screen images to share here showing their personal notification settings?

Andrew Huster

Hello Trudy,

Thank you for the Reply.

I checked the mail flow to see the emails they were supposed to receive and the email for a new ticket being created was not listed anywhere. I would be able to see it regardless if it went to a spam folder or not.

It is a JSM Project, its a Team Managed Project and all of the agents are effected. No one is receiving the ticket creation emails. It seems this is true for all projects and not just the one I had initially thought it was. They were just the first ones to bring it up.

I just created a Test Ticket in my IT Project, and I did not receive an email myself.

Andrew Huster

Replying again because I noticed I never uploaded a picture of the internal notifications settings you had requested. The users are Agents and should receive an email anytime a ticket/issue is created. Its worked for months prior and suddenly is no longer working. Below is the Internal notifications picture.

Work Item Created Event Settings.png I checked the users personal notifications settings, the user did not know you could change those settings and never changed them.

Trudy P Claspill

Is "Agent" a custom field, a custom project role, or a custom user group?

"Agent" is not the name of a built-in field or project role, so the data associated with that is the next thing I would recommend investigating to get evidence that the affected people are associated with that entity.

And, just to make sure we have covered all the bases:

Are the people you are referring to as "agents" assigned to the Service Desk Team role in the project?
Have they been granted a JSM Agent license or a Jira license?

Andrew Huster

Every one of my Project Types is Team-Managed Service Management.

It does not appear this particular user is receiving any emails for activity in the project. However that is just me doing a message trace to see the past few days. The user is not here for me to ask directly.

Also it would appear the user is not getting any direct notifications in the bell, just notifications in the watching tab. The Direct tab is empty,

Nadhila Savira

Hi Andrew,

One thing that I've not seen mentioned is, if the Agents are added as Request Participants on the ticket, this will also impact notifications. Could you check this please?

If there's still no solution, we'd love to check the issue further if you reach out to us through https://support.atlassian.com/contact/

Andrew Huster

Hello Nadhila,

The agents in this project are not using the Request Participants field on their tickets. Those fields are blank on all of their currently open and closed tickets.

So far I have not had any luck troubleshooting with Trudy, who was very helpful in pointing out areas to check.

Nadhila Savira

I see you've already been in contact with us, that's great. Seems like the issue stems from users being suppressed by the mail system.

I will share this page here, perhaps it might be useful for the next person struggling with this issue: Resolve Email Bounce Issues in Jira Service Management Cloud.

Most of the time, suppressed emails would get unsuppressed automatically. However, there can be events that lead to them needing to be manually unsuppressed. Our support team can help you with this through chat or our regular support channel.

Glad to hear this is solved Good day!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

jira-service-management-cloud

jira-service-management