When a new issue comes through and i assign an issue to a user no email notification is getting sent.
I have checked the permission section and the user appears in the asignee field. I have also checked the notifications section and when an issue is assigned the current asignee should get a notification.
Any ideas why no email notification is being sent.
The strange thing is if i were to add a comment after then the current asignee gets an email.
It's just once a ticket gets created and i assign the issue to a user
Regards
Neil
Hi Neil,
I would like to know more details about the issue in order to understand and to try to find what is causing this.
Is this issue happening with only one user?
Is it happening on a specific project or all projects?
If you have customers separated by organizations, can you please check if the assignee is also not part of the organization?
Also, make sure that the assignee is not a participant of the ticket.
Regards,
Angélica
Hi Angelica thanks for getting back to me.
The issue is happening on all projects and all users. Say for example i create a new ticket and I assign it to a user then no email gets sent that they have been assigned the issue.
I checked the notifications bit and it says issue assigned the current asignee should get an email.
The assignee is not a participant of the ticket.
Regards
Neil
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
When an agent does not receive system notification, there are four reasons:
We already know that they are not a participant, can you check the other options?
If the ticket was shared with some organization, please make sure that the assignee is not part of the organization.
You can find more details on the documentation below:
- Service Desk Agents do not receive internal notifications
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi Angelica
i have checked and there are not a member of the organisation that the ticket is shared with.
Just to clarify when a ticket is raised the asignee is unassigned i then add an assignee to the ticket thats where the problem is as soon as i do they dont receive an email.
However if after i were to add a comment then they would receive an email.
Any ideas?
Neil
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Neil, thank you for checking this. For further investigation, I'll create a ticket with our support team, so they can check correctly what are the affected tickets and a user that is facing this issue in order to confirm the error or message that appear on the logs.
You will receive a notification about the ticket and soon someone will contact you.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Recommended Learning For You
Level up your skills with Atlassian learning
Learning Path
Get the most out of Jira Service Management
Solve customer problems efficiently and deliver outstanding service experiences.
Learning Path
Adopt ITSM practices to deliver exceptional service
Become familiar with the principles and practices that drive ITSM. Then, learn how to configure and use Jira Service Management to implement them.
Atlassian Certified Associate
Jira Service Management Agent Essentials certification
Prove you know what's essential to providing efficient and resolution-focused service in Jira Service Management.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.