Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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 vote

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
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.

0 votes
Callum Carlile Community Leader Mar 26, 2021

@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

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

668 views 10 15
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you