Additional Assignee Email Notification

[Jh]

My current notification scheme is setup to send notifications when an issue is updated with an Additional Assignee but I am trying to troubleshoot why a user that is listed in the Additional Assignee is not being sent a notification. When I look in the notification helper and input the user's name and Notification Event set to Issue Updated, the status says: "User1 does not receive notifications for the 'Issue Updated' event. I checked multiple events but all saying they do not receive notifications.

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Jh does the user have permissions to browse the project? If I recall from something that happened long ago, it was related to it.

[Jh]

Hi @Hernan Halabi - Elite IT Consulting Group , yes they have the correct permissions. I discovered something that may pinpoint the issue here. So my automation rule looks like this:

There seems to be two custom fields named "Additional Assignees", the one with the matching ID has the "Salesforce" value select-able. When I create a test ticket that meets these rules, it actually creates two "Additional Assignees" fields, one is configured I believe through the script runner groovy script and the other is my automation rule.

The problem seems to be that the "Additional Assignees" field that is created with my automation rule is not set to send any email notifications but I am only able to select only 1 of the two "Additional Assignees" custom field in the notification scheme, and the one available is not the one being created by my automation rule.

[Hernan Halabi - Elite IT Consulting Group]

Then I suppose that your field isn't a user picker custom field therefore it won't show up on the notification scheme. What type of field did you use? why not use the other one instead? if you really need 2 you should avoid having 2 with the same name, I guess you noticed by know the confusion it can cause.

[Jh]

Both custom fields are user picker. I tried to look for the other "Additional Assignees" field in the automation rule but there is only one of them available to choose from.

[Hernan Halabi - Elite IT Consulting Group]

Then as suggested try to keep only one. If you can't rename one. Maybe there is a bug with two fields with the same name

[Jh]

I ended up just changing the name of the duplicate to "Additional Assignee", with no S, and I was able to choose the correct custom field from the automation rule now. In other words, yes, don't have duplicate custom fields with same exact name ;)