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How to add team member to notifications when a new issue is opened

Hi. We use the JIRA Service Desk for our end user support. Everyone on the IT team (there are 3 of us) is supposed to get an email notification when a new issue is created.  2 of our team are getting notifications for new issues, one isn't. I can't find where the configuration screen for this setting is. Can you point me to it please?




3 answers

1 accepted

1 vote
Answer accepted

Hello @Sharyn Schmidt,

Welcome to Atlassian Community!

Checking the details of your site, I can see that only two people were added to the jira-servicedesk-users group. The third person that counts as an agent is the site admin (they count as a licensed user even without the group). 

If the person that is not receiving the notification is the site admin, can you ask them to add the group to their own profile to test?

Also, by default, users don’t receive notifications of their own changes. In this case, if who is not receiving the notification is the same person who created the ticket, it’s expected that the notification won’t be sent. To fix that, it’s necessary to go to Profile picture > Personal settings and check the option “You make changes to the issue”. 

Kind regards,

Thank you! we will try this

Hi. Sorry for the stupid question but where is the jira-servicedesk-users group? As in, where is the list of members and how does one edit it?

The groups can be found on Cog icon > User management > Groups. 

Only a site administrator can access this page to add users to groups.

Screen Shot 2021-03-29 at 09.42.26.png

Like Sharyn Schmidt likes this

Thank you! This was the problem, the one user not getting alerts was not in this group. I couldn't find the group because I did not have the correct permissions. All fixed now, thank you again!

Like Angélica Luz likes this

@Sharyn Schmidt There are a few things you can do to troubleshoot:

  • Ask the user to go to Settings > Personal Jira Settings. Under Email notifications for issue activity, they may have this set to 'Don't send me email notifications'
  • Look at the Issue Created event in the Notification scheme used by the project - perhaps not all users are in the same group/role references in the Actions column?
  • To @Brant Schroeder's point, there may be an automation rule which is sending the notification, so if there is take a look to see how the rule has been set up 

This is how all the available notifications are configured:


All of us are in the Service Desk Team. I did have the person in question check their personal settings before I went on a wild goose chase :)

I'll look at automation rules next. This *should* be working lol

0 votes
Brant Schroeder Community Leader Mar 25, 2021

@Sharyn Schmidt 

It is most likely happening via an automation when the issue is created.  Take a look at the automations on the service management project and see if it is occurring there.  In the project on the left hand side menu you can click on project settings and select automations.  You might have to look at them to determine which one is sending the notification and update it.

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