Some engineers receive email notifications when a ticket is created, while the others do not.

[Fahad Akhtar]

Hi,

Background: There are 56 projects. There are 7 engineers in my department. 3/7 of the engineers are having the problem I discuss below. One engineer/project lead is assigned to each project. 10/56 projects have customer portal access.

Issue: When the customer inputs a ticket via the portal, 3/7 engineers do not receive email notifications when the issue is created for their respective systems. The other 4 do receive emails when an issue is created for their respective systems. I went into System --> Notification Helper and typed in the name of these engineers, picked a ticket that was created via the portal and it says these engineers should receive notifications, but they do not. They receive email notifications to their email addresses but they do in Jira or the Jira App. Why is this? Why are 3/7 not receiving notifications, but the other 4 are? All of the projects are set up the exact same way.

Please provide a prompt response.

Thanks.