Requested Participants not receiving notifications on tickets submitted via email

Question

Hello,

I tried reviewing other threads and I don't think I've seen any exactly like our issue.

We have an agent job that sends in a ticket into our JIRA help desk via email when a process is completed. When these tickets come in, we have a user go in and add Request Participants based on what team the ticket belongs to. However, the people added in Request Participants aren't getting any notifications.

What I don't get is that if a user submits a ticket through the JIRA interface (non-email), we can add Request Participants and they receive notifications without issue. Why would it work when tickets are submitted through JIRA but not through email.

Note: I'm not the JIRA Admin. I've asked our JIRA Admin for help and they said it's not possible. They looked at the notification settings, but I don't know if they're looking in the right spot or what exactly they are doing.

Any thoughts?

Thank you,

Erin

Erin Moe · Answer

Josh,

Apparently they have looked into those options and things appear to be set correctly. So no idea why it won't work.

Erin

Erin Moe · Answer

I'll pass this information on and see what they say. Thank you!

Josh Steckler · Answer

Hi Erin,

This is possible, but without admin rights to look at the settings it'll be hard to figure out why it's not sending. I am on Jira Service Desk server as well, and I rely on this feature a lot, so here's a few ideas about what may be going on:

-Request participants need to actually have access to the service desk portal

-Notification for Request Participants added may be turned off

-Request participants may be agents, sometimes being an agent makes the notification a user gets be the regular Jira notifications, so the notification scheme should also be checked.

-Have your admin check the outgoing email logs, spam quarrantine, etc.