Agent's no Longer Receiving Emails when a Ticket is Created

[Andrew Huster]

It was recently brought to my attention that agents in one of my projects are no longer receiving emails when a ticket is submitted. This has apparently happened rather recently, and was working perfectly fine before. I have not made any changes to the notifications for their project. The user's also told me they do not change any settings on their side either.

Wanted to know what I can check/change to resolve this issue. Each project I have is setup the same way, and I still get notification emails for the project I am apart of.

[Nadhila Savira]

Hi Andrew,

One thing that I've not seen mentioned is, if the Agents are added as Request Participants on the ticket, this will also impact notifications. Could you check this please?

If there's still no solution, we'd love to check the issue further if you reach out to us through https://support.atlassian.com/contact/

[Andrew Huster]

Hello Nadhila,

The agents in this project are not using the Request Participants field on their tickets. Those fields are blank on all of their currently open and closed tickets.

So far I have not had any luck troubleshooting with Trudy, who was very helpful in pointing out areas to check.

[Nadhila Savira]

I see you've already been in contact with us, that's great. Seems like the issue stems from users being suppressed by the mail system.

I will share this page here, perhaps it might be useful for the next person struggling with this issue: Resolve Email Bounce Issues in Jira Service Management Cloud.

Most of the time, suppressed emails would get unsuppressed automatically. However, there can be events that lead to them needing to be manually unsuppressed. Our support team can help you with this through chat or our regular support channel.

Glad to hear this is solved :) Good day!

[Andrew Huster]

Every one of my Project Types is Team-Managed Service Management.

It does not appear this particular user is receiving any emails for activity in the project. However that is just me doing a message trace to see the past few days. The user is not here for me to ask directly.

Also it would appear the user is not getting any direct notifications in the bell, just notifications in the watching tab. The Direct tab is empty, 

[Trudy Claspill]

Hello @Andrew Huster 

Have the affected users checked their junk/spam mail folders?

You said this is affecting "agents" in one project.

1. Is that a JSM project?
2. Is it Company Managed or Team Managed?
3. Are all agents of the project affected?

Can you show us the Notification configuration for the Issue Created event?

Can you show us evidence that the affected user is a member of the Project Role or User Group or whatever that is a recipient for that notification?

Can you get the user to provide screen images to share here showing their personal notification settings?

[Andrew Huster]

Hello Trudy,

Thank you for the Reply.

I checked the mail flow to see the emails they were supposed to receive and the email for a new ticket being created was not listed anywhere. I would be able to see it regardless if it went to a spam folder or not.

It is a JSM Project, its a Team Managed Project and all of the agents are effected. No one is receiving the ticket creation emails. It seems this is true for all projects and not just the one I had initially thought it was. They were just the first ones to bring it up.

I just created a Test Ticket in my IT Project, and I did not receive an email myself.

[Andrew Huster]

Replying again because I noticed I never uploaded a picture of the internal notifications settings you had requested. The users are Agents and should receive an email anytime a ticket/issue is created. Its worked for months prior and suddenly is no longer working. Below is the Internal notifications picture.

I checked the users personal notifications settings, the user did not know you could change those settings and never changed them. 

[Trudy Claspill]

Is "Agent" a custom field, a custom project role, or a custom user group?

"Agent" is not the name of a built-in field or project role, so the data associated with that is the next thing I would recommend investigating to get evidence that the affected people are associated with that entity.

And, just to make sure we have covered all the bases:

1. Are the people you are referring to as "agents" assigned to the Service Desk Team role in the project?
2. Have they been granted a JSM Agent license or a Jira license?

[Andrew Huster]

Hey Trudy,

Its not a custom field that I created. Its the role assigned to the users who have access to the project itself. All of the agents related to the project are properly licensed. In the notification settings I checked the project role and selected the agents to also get this notification.

The agents are assigned the service desk team role in the project as well.

This particular project has users who are just viewers who need to be made aware of the tickets that are created. Which is why they is the "viewer" project role added as well. The other projects I have created just have the Agent listed in the Project Role

[Trudy Claspill]

Thank you for that additional information.

So, to be clear, the affected users are assigned to the Service Desk Team role and to the Agent role in this project, correct?

Are they directly assigned to both roles as individuals, or are they members of a User Group that has been assigned to both roles?

[Andrew Huster]

You are correct.

They are just assigned as individuals, since I do not have that many users who are agents in the company. At some point if I get lots more users who are agents I will likely create groups. But for now its just one to one.

This is how I have had it setup the entire time I have used Jira. I noticed Agents weren't getting emails when a ticket was created. Only when I added the Project Role Agent to the notifications did they start getting emails from tickets being created.

[Trudy Claspill]

Hm, this is a puzzler.

Are the individuals still receiving other emails from the Jira instance? If they still receive other emails, then their emails have not been blacklisted. If they are not receiving any emails from Jira, then their emails may have been blacklisted due to bounced emails or some other issue.

Are other recipients specified for the action receiving the email (Reporter, All Watchers, Viewers, Assignee)?

Are any of the individuals specified in the Agents role showing up in another recipient category; i.e. Reporter, All Watchers, Assignee, Viewers?

[Andrew Huster]

When I have been making Test Tickets. I as the person submitting the ticket still get the email from the Automated Support that my ticket was received. But Agents aren't getting the newly created ticket email.

Really the only users who get those emails are the agents, when a new ticket is created. Any updates/changes made a to a ticket. As far as I can tell the person who created it is getting an email notifying them.

I added the agents because as a new ticket comes in, its not assigned to anyone. So no one was getting an email from ticket creation at the start. Only when I added agents did they start getting them. I am guessing once the ticket is assigned to an agent. They would then fall into the Current Assigne group, but that would be after the fact. The email is not sending right when its created.

I do have something interesting to add. I recently created a new project. Its for ordering supplies, handled by one agent. I accidentally created the wrong type of project and had to remake it. Once I remade it, I created a test ticket. Sure enough the one agent got the email saying a new ticket was created. With notifications setup the exact same way.

Also to add, we do have our own email address associated with the notifications. We set it up right when we started using Jira, and as I mentioned the emails were working fine. I have switched it back to the default Jira sending Address just to see if it sends with that address and still no luck.

[Trudy Claspill]

What is the project type on that other project where the agent is getting the email? Get that information from the Type column on the View All Projects page under the Projects menu. Is it the same project type as the project where the problem occurs?

Are the people specified in the Agent role in the problematic project receiving any emails from Jira for any activity for any project?

Do those users see in-app notifications for the newly created issues in the problematic project? Those would be the notifications accessed through the Bell icon in the upper right corner of the Jira UI.

[Trudy Claspill]

Every one of my Project Types is Team-Managed Service Management.

It does not appear this particular user is receiving any emails for activity in the project. However that is just me doing a message trace to see the past few days. The user is not here for me to ask directly.

Also it would appear the user is not getting any direct notifications in the bell, just notifications in the watching tab. The Direct tab is empty, 

Is it possible to get a screen image of the personal notification settings for any of the affected users?

If users are not receiving any email notifications then I would check their personal notifications settings to confirm they have not disabled emails.

The user's email may have been added to the suppression list. You could try testing this be creating an automation rule to send an email directly to the user. If they receive that, their email is not on the suppression list.

I would also check with the email service provider to see if the email is being blocked there and not delivered to the user.

If the email is on a suppression list the users should still receive the in-app notifications.

If a user is on the suppression list you can open an Atlassian Support to get that fixed.

Beyond what we've already covered I would recommend contacting Atlassian Support. They have access to more backend information, and you can grant them access to your Jira instance to conduct direct investigation.

[Andrew Huster]

I am sorry, I didnt realize I wasn't in the reply box and made my own new comment instead.

This particular user didnt even know these settings existed so they never would have changed them. But below is the picture of those settings. 

I will test the email sending and see what happens. My thought is something is being blocked, because no one in any of the half dozen or so projects are getting any emails. Except for the newly created project. Which is strange.

Remaking the newly created project I made for just one user was simple. Some of my others projects though are far larger and are not as easy to just re-create. Don't know if that would fix the issue or not.

Thank you for all the ideas, I have been pulling my hair out trying to figure out why emails stopped working when I haven't changed anything and neither have the agents, in any of my projects. 

[Trudy Claspill]

There are more notifications settings farther down that page that should be checked to confirm they have not been disabled.

And it is also possible (though it sounds unlikely) that email settings could've been customized per project by the individual. That would appear below the default settings.

[Andrew Huster]

Goodness I am slacking today, forgot to include the other screenshot I took. Though it appears those settings are unchanged as well.

[Trudy Claspill]

I don't see anything in the Personal Notification Settings that would block the emails.

I think your best bet now is to contact Atlassian Support about this.

It would be great if you share here what you eventually learn from them.

[Andrew Huster]

Thanks again for all the replies and ideas for things to check. I will certainly post what I hear from support. 

[Andrew Huster]

Hey Trudy,

I wanted to let you know, I reached out to Support and they were able to resolve the issue. Seems as though there were emails that were being blocked on their end. Preventing the emails from being sent. They were cleared and the emails are flowing again.

Thank you for all the help and guidance for things to check before I reached out to support.

[Trudy Claspill]

I'm glad you were able to get that resolved!