Hello,
We are facing an issue with email notifications in one of our projects, which started after the project key was changed. Here’s the scenario:
- When a ticket is created in the project, a notification should be sent via email to a specific group, as defined in the Notification Scheme.
- This setup worked perfectly until the project key was changed. Since then, email notifications are no longer being sent to the group as expected.
- If I, as an Admin, add myself to the group, I receive the notifications via email. This suggests the Notification Scheme itself is functioning, but there’s an issue with how it’s applied to other users.
- There also seems to be a difference depending on how the ticket is created:
- Tickets created via the Customer Portal: Notifications are sent for some customers but not for others, despite there being no clear difference in their roles or group memberships.
We’ve reviewed the configuration but cannot identify any discrepancies related to the project key change that might explain this behavior.
Could you please assist in identifying the root cause and help us resolve this issue?
Thank you in advance!
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