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Notify on create and update ticket

Hi,

I'm having a problem getting this working. We have 1 Jira account with multiple projects, and 3 main users - me (admin) plus developer and tech director.

When tickets are created the originator and dev are included so get notifications by email and in the phone app of all activity. But the TD does not get any notifications unless he is manually added as a watcher in every ticket - this doesn't always happen so he doesn't know what's happening.

I've added 2 Global automations in out account - 'notify on ticket creation' and 'notify on ticket update' These have the When set to 'Rule is run when an issue is created' and 'Rule is run when an issue is updated' respectively. Both are active.

For testing I have the to email address as my personal address - when creating and updating test tickets I have seen some emails arrive, but often they don't - I can't work out a pattern, and expected that all new tickets and any update would trigger the emails.

The process seems flaky and I'm not sure where to look for the problem or what I might have done wrong as setting this up seems very simple (even for me!)!

Please can I ask for anyone who maybe has also found this a bit flaky but got it working to explain how, or if there's a better way to automatically notify someone of ticket creation and updates please shout out.

 

Thanks, Nige

1 answer

You should just customize your notification scheme. You can choose who should receive notification based on issue event like 'issue created' by default:

- All Watchers
- Current Assignee
- Reporter


With modification you can include single users, roles, groups etc. here you can read about it: https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

or check video: https://youtu.be/yCqNt_VFJOc 

Note: for troubleshooting issues with notifications there is a notification helper, it will help you to verify your changes: https://community.atlassian.com/t5/Jira-articles/Using-the-notification-helper-in-Jira-Cloud/ba-p/1656038 

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