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JIRA service Desk Agent User does not receive Notifications

Beirat ZHW17-19 March 21, 2024

similar to this question https://community.atlassian.com/t5/Jira-Service-Management/One-user-does-not-receive-Jira-notifications/qaq-p/2288134

I don't get any configured standard notifications from a JIRA service Management project, especially not the one on new tickets (which I need).

The directly addressed (by &@ user) messages I do get, so it is not a mail issue in general.

There are no project individual notifications configured. It is a newly set up account with mostly defaults, still running in the trial free tier. (Because of that I can't ask tech support of Atlassian for help.

I think I did get some in the very beginning, but I deleted them and I'm not sure anymore.

The only thing I noticed was an error message created by the undeliverability of the auto-reply I had configured in my email account. so maybe that got me onto some kind of block-list, but for outgoing (?)

but that block seems to be valid only for this project. the very same email address works fine in another JIRA project in some other paid account, where I had the chance to test it.

the other reason I imagined was, that JIRA assumes, that I'm still logged in and does not send notifications because of this. But I even changed the email adress of the user, but the behaviour did not change....

I have no idea how to analyse any further....

 

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Trudy Claspill
Community Leader
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March 21, 2024

Hello @Beirat ZHW17-19 

Welcome to the Atlassian community.

If you are getting any messages at all from any Jira instance, then your email is not blacklisted.

Is your project a Team Managed project or a Company Managed project? You will see that information at the bottom of the panel on the left when you are viewing the project.

Have you reviewed the notifications configured for the project?

In a brand new Service Management project in a free tier all the notification events are set up to notify the Reporter, Assignee, and Watchers. If you are not one of those, you specifically won't receive notifications for newly created Service Management issues.

You will need to modify the notifications configuration for the project in order to receive notifications of newly created issues.

Beirat ZHW17-19 March 22, 2024

it is team-managed, and I don't get any notification, although it is configured:

it was configured, but the notification schema was set to "none" in the project. no idea, how this happened...

now it works.... :-) :-) :-)

schema 2024-03-22 09_52_43.pngJIRA-2024-03-22 09_48_18.pngJIRA-2024-03-22 09_44_02.png

 

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