Notifications are not being sent when an assignee is set via Automation Rule

[ServiceDesk]

1. I have a Automation Rule that assign a agent (Agent A) as a Assignee when an issue is created.
2. I have set the Notification Scheme to notify agent (Agent A) when a Issue Created event is trigger, notify via the Current Assignee setting.  

Problem : Agent A did not receive the email notification when a issue is created.  In Agent A profile, the Preferences -> My changes -> Notify Me is set.

[Andy Heinzer · Accepted solution]

Automation is setting the assignee in a separate thread from the one that actually creates the issue and it is doing this after the fact.  When you set the notification scheme to use 'current assignee' the user only gets notified if the assignee is set at the time the issue is created.

Otherwise when the end user creates the issue, they are not likely setting a value for assignee.  So the issue gets created and then the issue created event fires, but since the automation is not fast enough to set assignee, that field value on the issue is still left unassigned, meaning that agent won't get that message.

Perhaps it would be better to set a notification to be sent on the event called "Issue Assigned".  This way when the automation sets the assignee (or the assignee gets changed by any user/process) then that user gets a notification.

Does this help?  If not, please provide us some more explanation as to why and perhaps we can offer some other alternatives.

Andy

[ServiceDesk]

Andy, you are correct. I had to use "Issue Assigned" instead of "Issue Created" to fire the notification with the automation rule running.