Stopped receiving email notifications

[Vania Koleva]

Hello,

Since the beginning of last week, me and my colleague stopped receiving email notifications for the new tickets coming in our queue, as well as the ticket activity for all tickets in our queue that are not assigned to us.

We receive emails when we grab the ticket and when there is an activity on a ticket assigned to each of us.

We have checked with the portal admin and all the notification settings are correct and haven't been changed.

We have checked out mail server and spam control - no logs for these email. At the same time another group is getting these notifications successfully.

As an example ticket that you can check on your mail server:

Email subject: [JIRA] (TS-19219) DPO e-mail

Date: 7/3/2020 8:06:29 AM

Please share some advice what could be the reason for this.

Thank you!

[Jack Brickey]

I realize you have said the notifications are correct but please look at the Create event under notifications. What does it show? Are you or your colleague in any of the roles/groups listed to receive the notifications? Do other agents get notified? If so how are they different?

[Vania Koleva]

Hello Jack,

Thank you for replying!

We are in a component lead group and we are set to receive notifications.

Other agent get notify but they are part of another group.

Could you please explain where is that "Create event"? Are you referring to "generic event" by any chance?

[Jack Brickey]

if you are using classic projects and you are an admin go to Project settings > Notifications and look at the Create