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Agent gets no email notification when ticket gets assigned to him or has been updated

Ian Chandler

My agent (myself) had been receiving email notifications for over a year, any emails received or tickets assigned to me and I'd receive and email.

This has for some unknown reason stopped, when I check my assigned tickets there are several there but I have had no notification.

Any ideas please?

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Adrián Plaza [DEISER]

hi @Ian Chandler,

Can you provide more information?

you did a JIRA upgrade, it's a new project, you changed the notification schemas...

Regards,

Adrián.

Ian Chandler

No changes Adrian, but I vaguely remember an update recently

Sorry can't specify a reason, quite annoying really

Ian

laralg

Ian, could you check that you are not in the customer section too? If you are an agent and put yourself in the customer section, Jira gives priority to customer notificacitons and stops sending you the agent ones.

Regards!

Ian Chandler

Looks like Jira does not know who I am when checking Notification Helper, even though I am a in People

Ian Chandler

I've checked and I'm not in the customer list either

Regards

Ian

laralg

Hi Ian, have you used the customer search? I do not know how many customers you have the the customer search does not work properly when you are both Agent and Customer, you have to find yourself.

Here is the ticket that I put Atlassian about it.
https://jira.atlassian.com/browse/JSDSERVER-5677

Regards

Ian Chandler

Not sure if this was the reason, but i was still using the old Jira style and switched to new jira and then the incidents started working again.

Can't say this was the whole reason, but you never know.

Thanks

Ian

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