When ticket is assigned/picked up, email is not going to requester.

Chiraag Patel

Hello,

I have been working to get our service desk setup. I seem to have most things working the way we need them to for now.

When the ticket is assigned/picked up, no email goes out to the requester or assignee.

What I thought those permissions would do is send an email to the requester that the ticket has been assigned to "X" tech.

And that the tech would receive and email that a ticket has been assigned to them.

 

Am I missing something?

 

Thanks!

Chiraag Patel

Nic Brough -Adaptavist-

Notifications, not permissions!

Some of what you're seeing makes sense. 

The issue assigned event should feed into a notification that goes out to Watchers, the assignee (old and new - this is one event that is a bit different to others), and the reporter.

However, all of those are JIRA (Core) system-roles.  Not Service Desk ones.  The person making the request is a "customer", not a JIRA system-role or "reporter".  So that is correct at the moment. 

But, the watcher and assignee mails sound potentially broken.  Do you have watchers on this issue?  And can you check that either X tech is not the person assigning the issue OR that they have the profile setting "email me on my changes" enabled?