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