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Agent not getting emails for newly created tickets

I have a new agent, who isn't getting email notifications when a new ticket is created. I searched the documentation and verified the settings and it seems like they should be getting emails, but still, he isn't.

What am I missing?




1 answer

1 vote
Ivan Lima Community Leader Dec 08, 2021

Hey @Chris Johnson, there are a few possible reasons for it. As you may know, JSM sends notifications based on two different notification schemes, customer and internal. Personal settings also play a role in getting email updates for issue activity. Did you check that? What does the notification helper say? The notification helper will likely point you in the right direction.

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