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Notification emails not being recevied

Hi community, thanks in advance for your help.

We've created our admin account with an group email. After setting up Service Management and creating a test case, the update notifications from the case interaction didn't arrive to our email.

Could the cause be that we used a group email?


Thank again,


1 answer

0 votes

Hello Eduardo,

Thanks for reaching out to Community!

When using Jira, by default, we don’t receive notifications when we do something, like creating a ticket, adding a comment. Only other people involved will receive. 

Also, if you are the reporter and the assignee, you won’t receive agent or customer notifications because you are the one making changes.

In case you want to receive notifications of everything you do on the site, please go to Profile picture > Personal settings and check the option “You make changes to the issue” > Save changes. 

Also, if you want a specific person or group to receive the Issue Created notification, make sure to edit the notification settings. 

For next-gen projects: Go to Project settings > Notifications > Internal notifications. Under Actions, click on … for Request created and select the project role Administrator and Agent.

Note that, it’s necessary to add them on Project settings > Internal access for the setting above to work.

For classic projects: Go to Project settings > Notifications > Actions > Edit notifications and under Actions, click on Add for Issue Created (System) and add a role, group, or single user to receive notifications > Add. 

Please, take your time to test and let us know how it goes.

Kind regards,

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