Agent not getting email notifications

[Naomi Casebolt]

I am trying to set up JIra Service Management for my small company, I cannot. get the agent to get email notifications when we raise a ticket.  I do have them set up as an agent with a role as Service Desk Team. I do not have them added as a Customer. Still they are not getting the email notifications. They are set up with the correct email, they got the initial invitation when I invite them as an agent. What am I missing? 

Getting frustrated. 

NC

[Adolfo Casari]

@Naomi CaseboltFor Agents, they get notifications according to the projects notification scheme, not the customer notifications setting which is for customers. For the event Issue Created use the group that include the agents for your project (or the project role Service Desk Agent).

Also, JSM projects includes queues that your agents can use to see al incomming requests.

[Susan Waldrip]

Hi @Naomi Casebolt , assuming you're a Jira administrator you might check the Project settings > Notifications to ensure "Current Assignee" is included in the "An issue is created" Notification Type as well as in all the actions for which you want the agent to receive notifications. Another thing you can try is Settings (gear in top right) > System > Permissions helper and enter the agent's name, one of the issues they should have access to, and the Service Project Agent permission -- this may provide some help in determining what's going on and how to fix it.

Let us know if neither of these suggestions works so someone else can offer suggestions!

[shib saha]

Hi @Naomi Casebolt , Welcome to the Atlassian community. This is the known issue in cloud environment. It happens because of multiple undeliverable attempts of the email notification to the recipient and the users get blocked from atlassian side and no further notification is sent.

To resolve the issue, raise an atlassian case and share the email address of the affected user. Atlassian will help you to unblock the user and start getting the notifications regularly.

I hope this will be helpful. Thanks