Jira Service Desk not sending issue creation notifications to administrators

[Olinash]

Hi all,

I seem to be experiencing a strange issue with Jira Service Desk whereby adminstrators/agents don't receive issue creation notifications. I've checked the permissions helper and everything is appearing correctly in there. I've also temporarily added myself to the notification scheme as a single user (the idea being that that should override anything else and send a notification to me regardless) but that doesn't work either. 

If a customer emails the service desk, Jira picks it up and converts it to a ticket and emails the customer a few minutes later. This functionality is working fine so the SMTP settings seem to be working as intended.

I'm at a loss as to where to begin troubleshooting this as the notification helper says everything should be fine.

Would greatly appreciate any help you can offer.

Many thanks,

Ollie

[Jack Brickey]

something to try - can you check to see if the agent is listed as a customer. and if so try removing them from the customer role.

[Olinash]

Hi @Jack Brickey,

Thanks for the suggestion. I've double checked this and can confirm that the agent is not listed as a customer. 

Any other suggestions anyone can offer would be greatly appreciated. This is causing quite a bit of hassle as I'm sure you can imagine!


Many thanks,

Ollie

[Jack Brickey]

It is difficult to troubleshoot this w/o access TBH. I wonder if there is some automation rule that is getting in the way here. Just a shot in the dark. I guess I would back up and ask if it has ever worked. This is pretty basic stuff but at the same time there are a number of things that can get in the way.

[Olinash]

Hi @Jack Brickey,

As mentioned below, everything has been working perfectly for months. Very little has been changed from the default installation parameters. Certainly, no changes to workflows, automation rules and the like were made prior to this issue occurring (hence my confusion as to why this has suddenly become an issue)

Many thanks,

Ollie

[Joe Kyle]

Oliver,

One idea here; Take a look a the first transition on the workflow. See if there are any conditions or post functions or validations, etc that are not quite right. Recently I copied a workflow and added it to a new project. However there was a post function on the initial Create stem of the workflow that was causing problems. It took me forever to isolate that as the problem. Something to look into... 

Hope this helps. 

Joe

[Olinash]

Hi Joe,

Thanks for that. I've taken a look but everything seems fine from a workflow point of view. Also, nothing has been changed with the workflows since the system was set up months ago. 

Many thanks,

Ollie

[Joe Kyle]

Ollie,

Just another thought here (not the ideal solution but rather a patch). Could you add a post function to the first transition of your workflow (After Create) that sends a notification to those who should be notified. (Email Issue or Notify HipChat) Provided its just for one project. In other words make sure that workflow is not associated with multiple projects or the team will be notified for other portals too. I believe you may need to select "Run as add-on user" here for it to work correctly. 

Or perhaps you could do the same by using an Automation rule in the project in question. (Automation, Add Rule, Custom Rule, When this happens, Issue Created, Add. Then do this... Alert  user) 

I realize its not the best solution but it might at least start the notification flow again. 

[Olinash]

Hi Joe, 

I've just tried this with the automation rule you mentioned. Unfortunately, as before, the customer gets an email notification but I (as an agent) don't. I've ensured that the email address listed within the automation rule when I added the user alert is correct. 

Many thanks,

Ollie

[Bastian Stehmann]

Hi @Olinash,

welcome to this community.

Did you also check the Notification Helper? Is it only the notification for new issues or are there no notifications at all?

[Victor Mutambuki]

Oliver,

In the notification section, do you've the Admins group added as part of those that need to receive notification upon issue creation?

Victor

[Olinash]

Hi @Bastian Stehmann,

Yes, I've checked the notification helper and it says that I should be receiving notifications. 

As mentioned above, customers are receiving their notifications. It's only agents that aren't receiving notifications. 


Many thanks,
Ollie

[Olinash]

Hi @Victor Mutambuki,

Yes, I've got the following listed for receiving issue creation notifications:

• All Watchers
• Current Assignee
• Group (jira-administrators)
• Reporter
• Single User (oliver.nash@*****.com)

Many thanks,

Ollie

[Bastian Stehmann]

Hi Ollie,

sorry for the delay.

Is it just the Create Issue Notification, that does not work for the agents or are no notifications working at all?

[Olinash]

Hi @Bastian Stehmann

Not a problem at all!

I've just tested this and it seems that no notifications are going to agents. I've also added myself as a single user for the 'Issue Updated' notification and I'm not receiving those either. However, customers are receiving their notifications with no issue. 

Many thanks,

Ollie