Heads up! On March 5, starting at 4:30 PM Central Time, our community will be undergoing scheduled maintenance for a few hours. During this time, you will find the site temporarily inaccessible. Thanks for your patience. Read more.

×
Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Product Q&A
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Events
Community resources

Notification will not work correct

Ingo Syllwasschy
Ingo Syllwasschy
Contributor
February 4, 2025

Hi guys,

When an agent (agent_one@firma.de) creates a ticket by sending an email to the Jira inbox (service@firma.de), sometimes no internal notifications about the creation of a new ticket are sent to the agent group (agent_group@firma.de) by email. Most of the time, however, they are. However, the notification scheme is set so that it should always do this. I am currently missing any approach on how to find the cause of the error.

Any ideas?

Ingo 

 

Answer
Watch
Like Shelby Wagner likes this
120 views

2 answers

1 accepted

0 votes
Answer accepted
Ingo Syllwasschy
Ingo Syllwasschy
Contributor
February 4, 2025

I seem, that Jira SM Cloud does not send notification when an internal user (same Domain as the Service Desk E-Mail) creates an Issue. Our Service Desk wants notification by E-mail in this case too. Can I activate this? How is this possible?

 

Regards

Ingo

View More Comments
Ingo Syllwasschy
Ingo Syllwasschy
Contributor
February 26, 2025

:facepalm:

The answer is: Is an agent (agent_one@firma.de) customer of their own organization, Jira SM does not send Notification about the new ticket. After deleting agent_one@firma.de from the organization, it will be fine

Like
Reply
0 votes
Igor Medeiros - Modus Create
Igor Medeiros - Modus Create
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Get recognized
February 5, 2025

Hi @Ingo Syllwasschy ,

If you are open to using 3rd-party applications, our app Notification Assistant for Jira can help you with this scenario.

It allows you to create fully customizable notification schemes and templates.

Feel free to reach out if you'd like to know more.

Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events

    See all events