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Questions on notifications

I am trying to understand why I am not getting notified when a ticket comes into the system. 

we have our customer portal, where persons can select Common requests, etc. they fill in the data in the form, then it gets submitted to the service desk. However, we don't get any notifications that a new ticket is there. 

I have tried to edit the notifications even adding a single e-mail to the "Issue Created" System, and all the other events, and still nothing. 


Any Ideas

3 answers

go to project > project settings > notification. Ensure that the role that your agents are associated with is included in the Issue Created event

If you have confirmed that the notifications are setup correctly you can use the notification checker to diagnose issues.

Use the JIRA Notification Helper. The JIRA Notification Helper can help you diagnose why a user isn't receiving email notifications when they should be, or why a user is receiving email notifications when they shouldn't be. This tool is only available to JIRA administrators.

  • To diagnose why a user is or is not receiving notifications for an issue:
      1. View the issue in JIRA.
      2. Click Admin > Notification Helper.
      3. Enter the username of the user.
      4. Click Submit.
1 vote
Clark Everson Community Leader Dec 03, 2020

Check your personal notification settings too

if notifications are off here you won’t get them

0 votes
Dave Liao Community Leader Dec 04, 2020

@smacneill - if you want to troubleshoot Jira Service Management-specific notifications, go to your project's settings, then check "Automation".

Are there any rules configured to notify your team when an issue is created? If not, you can create one. Hope this helps!

Learn more about Automation in Jira here:


Ok so I added a rule for "Issue Created" I am curious because in the portal people are raising a request, is that the same as an issue? 

I am also curious as to why the notifications are not working under the notification settings I have added under all things to send an email to our IT inbox, but nothing ever comes From Jira. 

I was thinking that an issue is different than a request, but there are no notification settings specifically for requests. 

Like Dave Liao likes this
Clark Everson Community Leader Dec 09, 2020

When you say your notification settings are you referring to your notification scheme? If so, if your Jira isn’t public the send via email address in notification schemes won’t work. You’ll need to set the automation for Jira to send the email in that case or make your IT inbox a user inside Jira. Automation is the easier cheaper way.

if you’ve already created an automation can you screenshot it?


Yes the notification Scheme. In the default scheme, I added the "send to E-Mail Address" but it never comes. I checked our spam filters and such and it's just not sending. 


but to show you the way I have the automation setup:



Lastly, what I was talking about before is. If I look at my project window, on the left hand side flyout. there is a list of goodies. 

- Queues shows my queues 
- Raise a request is where the customers put their tickets in
- Issue Forms I created a single form for new hire stuff. 

does this issue created thing work with requests? or are they literally talking about an issue input?


Clark Everson Community Leader Dec 09, 2020

So via notification scheme that won’t work in most cases:

A single email address notification will only be sent if the issue is publicly viewable (as the email address of a non-Jira user could be specified, in which case a security check is not possible). Publicly viewable issues are issues which have a Permission scheme that gives the 'Browse Projects' permission to 'Anyone' (any non-logged-in users). The text template is used for notifications to a single email address.


Raise a request is a type of issue. Issues have many types, as an admin you just see all the options. Users only see some of them.


i highly recommend the Atlassian training on Service Desk:

Clark Everson Community Leader Dec 09, 2020

Try this for the email issueScreen Shot 2020-12-09 at 2.05.39 PM.png

Like Dave Liao likes this
Dave Liao Community Leader Dec 09, 2020

@smacneill - If this ends up working for you, please accept Clark's answer (not mine).

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