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Assign Issue Notification Not Being Sent

unknown

When we use the "Assign" button and reassign a ticket, the assignee doesn't receive the assign issue notification. I have the Issued Assigned notification on and we are using the "assign" button. I looked through other questions but it seems we have everything setup correctly.

Accepted answers

unknown

I believe I have figured it out. It's specific to my Service Desk projects. We use Service Desk for our Internal IT requests. Since we use it internally, an agent can also be a customer. SInce these our JIRA notifications that don't go to the customer, it's not sending to the agents. Apparently the agents being customers too overrides them being the agent assigned. How I got around this was to use a Custom Script Runner Listener that runs and notifies individuals of assignment.

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Ignacio Pulgar

Are you assigning the ticket to yourself? If so, by default, users are not being notified of their own changes. This behaviour can be changed in your user profile > preferences > notify me of my own changes.

If that weren't the case, I suggest to:

enter a specific issue which should have sent an Issue Assigned notification,
Press the G key twice in a rapid sequence and start typing 'notification helper'
Select the affected user and the Issue Assigned event and check the result on whether or not that notification would be sent to that user, and why.

Hope it helps.

unknown

Thanks but I had already tried all that.

unknown

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