Support team not receiving email Notifications.

[Eric B.]

When a user opens a ticket our internal support team is not receiving any emails.

We have added them to the default notification scheme and all templates but still when a user opens an issue we are not receiving any email alerts.

The user receives all the necessary emails but our internal team doesn't

Please Help!

[Eric B.]

Jira Service Desk. we are trying to configure a ticketing system. yes the support team is part of our organization. 

[Hernan Halabi - Elite IT Consulting Group]

As stated on the other answer, when the agent is a customer as well because belongs to the same organization than the one who submitted the ticket, it confuses jira and notifications might not go as expected. Make sure that those users don't belong to the same organization in JSD

[Eric B.]

We are testing with emails outside of the organization. And those emails are not within our organization. 

[Hernan Halabi - Elite IT Consulting Group]

may I ask for some print screens with the notification scheme assigned to the project as well as project roles to see that config? also show the customers tab where the organizations are supposed to be, your last comment leads that is not the case but the more the better :)

[Eric B.]

I will get on that and get back to you!

really appreciate the help. 

[Eric B.]

[Eric B.]

right now we were just testing issue created and issue commented.

[Hernan Halabi - Elite IT Consulting Group]

Notification scheme looks good enough, it should list the role where you have your agents rather than a group. Solution would be more scalable.

Try removing any agent from the customer tab that you sent.

[Eric B.]

There aren't any agents on the customer tab. Which is why we are finding it so confusing to why we aren't receiving email alerts.

[Hernan Halabi - Elite IT Consulting Group]

Agents are in the jira service desk team role within that project?

[Hernan Halabi - Elite IT Consulting Group]

Hi @Eric B_   were help you solve your issue? do you need any extra assistance? would be good to mark this as solved if it's really the case

[Eric B.]

we had to create a custom rule for our teams distribution list to send out emails.

[Jack Brickey]

what do you mean by "internal team". To be clear are you talking Jira or Jira Service Desk here?

[Jack Brickey]

Ok so sort of what I thought. I have moved the post to JSD. Also, please be sure to use the reply button rather than the Answer button when replying to someone in the thread if possible so as to keep the discussion legible for future folks.

if you have your agents listed as customers they will not receive notifications "as agents". I ran into this very thing when I first got started.

[Hernan Halabi - Elite IT Consulting Group]

is the support team part of an organization? see the following question similar to what you mention