Only receiving emails for comments, not issue updates

Users are not receiving emails for events except for comments. When I transition an issue, no users (including those watching the issue) receive an email.

  • I can send test emails successfully.
  • When a user creates an issue through the ServiceDesk portal, they receive a confirmation email that the issue was created.
  • Users receive emails when someone comments on a ticket that they are watching.
  • When I transition an issue, no users (including those watching the issue) receive an email.
  • I've checked the Notification Helper and it indicates that the user should receive a notification for "Generic Event" and "Issue Updated" events.
  • The Notification Scheme (default) lists "All Watchers" for for all events
  • I'm using two users and have verified that "My Changes" is set to "Notify Me".

Any suggestions on how to debug this?

1 answer

0 votes

What events are being fired by the workflow transitions?

They were set to "Generic Event" by default and didn't work like that. I changed one transition to "Issue Updated" and pushed an issue through that transition and that didn't work either.

If I transition an issue and put a comment in for the transition, I will get an email with the comment (but not details of the transition). But if I omit any comment, I get no emails.

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