Email address not notified after automatic assignment through automation.

[Mehdi Bouazza]

Hello community,

I've created an automation that automatically assigns a ticket upon its creation. However, my issue is that the relevant user isn't being notified when the assignment occurs. I've checked the notification system and the personal settings of this account, and everything seems to be set up correctly. Thank you for your assistance.

[Wouter van den Berg · Accepted solution]

Hi @Mehdi Bouazza

Could you share a screenshot of the Notification Scheme which is used for this specific project?

[Mehdi Bouazza]

Hello @Wouter van den Berg 

Thank you for your response. Here's a screenshot of the "Issue assigned" notification scheme for the project.

Thanks.

[Wouter van den Berg]

Hi @Mehdi Bouazza

Than that should be ok. Please go to System Settings and then Notification Helper to see if that can pinpoint the issue for you: 

[Mehdi Bouazza]

Here's a screenshot of the Permission helper

[Wouter van den Berg]

Do other users get notifications at all? For instance when you become the assignee? 

[Mehdi Bouazza]

Yes, I've tested it with my own account

[Wouter van den Berg]

If you receive the notification and the Notification helper is showing everything is setup correctly then the problem resides in the user's profile or email client. You mentioned before that the user allows for notifications. Can you check these again: 

And then check the settings here: 

If these are all the same then the problem is the email client (Spam, email rules et cetera). 

[Mehdi Bouazza]

Thank you @Wouter van den Berg for your involvement; I've resolved the issue by changing the automation action to "Edit Issue" and "Edit Field Assignee."

[Jehan Bhathena]

Hi @Mehdi Bouazza ,

(I'm assuming you mean the mail notifications here)

when you assign an issue using the automation, did you use the "Edit Issue" action?

If yes, then there is an Option to skip the notification for those actions, perhaps you can start there.

Next few things to check would be the users mail box setting to ignore bulk mail senders or perhaps thr mail goes into the Junk folder?

[Mehdi Bouazza]

Hi @Jehan Bhathena 

Thank you for your response. I'm using the "Assign issue" Action. I've checked with the user, and they've confirmed that everything is fine in their mailbox. You've given me an idea; I'll try replacing "Assign issue" with the "Edit issue" Action and see if it works. Thanks.

[Wouter van den Berg]

Hi @Mehdi Bouazza

Your Notification Scheme should pick up the action Assign Issue and send a Notification. 

[Mehdi Bouazza]

Yes, that should work.