agent no receiving issue created emails

[Rosana Casilli]

Hello all!!

We have this issue in a service management project. 

We have some agents that are not getting the email when an issue is created. 

I read in other articles that the agent shouldn't exist as customer in the project organization. The problem we have is that, those agents are customers in this organization that is share with other projects. 

How can we solve this problem. 

- could it be a good option to create an automation to notify service desk team user in the project when issue created?

thanks in advance,

Ro

[Mathew Lederman · Accepted solution]

@Rosana Casilli if some agents are getting the notifications and some aren't, it's likely not a Jira issue but a mailbox issue. From my experience, heavy Jira users setup mailbox rules pretty quickly because Jira can get noisy. I would check with at least 1 user "not getting" the notifications to see if they can find a specific issue when searching.

If no agents are getting the notification, then yes something else is wrong.

To answer your second question, yes automation can be a great way to notify service desk members when an issue is created. If your workflow requires approvals, it's often better to use automation to notify the service desk team when an issue has moved past it's approvals and they can start their work.

[Rosana Casilli]

Hi @Mathew Lederman  

Thank you for your answer!

the agents that are getting notifications are the ones that are not includeded as customers in the organization. 

I finally created an automation when issue created.  

Finally, I 'll take your suggestion on workflows that require approval, it s a great idea and it will help a lot..

[Rilwan Ahmed]

Hi @Rosana Casilli ,

2 Suggestions:

1. Go to your project settings --> Notifications --> Internal Notification. Check what groups/roles/users are added to Issue created notification. If the scheme is not shared, add required groups/roles/users to the list so thattehy will recieve the notification
2. Create a new autoamtion rule for Issue created (add required conditions as required for your project) and add action Send email. In TO field, you can give the users, groups, email address or smart values

[Rosana Casilli]

Hi @Rilwan Ahmed Thanks for your answer. 

I have verified the first option and I have added a role user to the users that have this issue and still didn't send the issue created notification.

So I have finally created an automation rule that sends a custom email and it worked.

[Alonzo Kennedy]

You can create an automation or in the notification you can create and add a group with those agents to be notified for certain events.

[Rosana Casilli]

Hi @Alonzo Kennedy ! thanks for your answer. 

I finally created an automation to notify these agents that weren't receiving the issue cerated notification.