Health and Safety - Alert is not triggering on Assignment rules

Summary:

We have created assignment rule to override the Incident Owner in case of an "Issue" incident is created by an employee. However, Alert is sent to the employee and incident owner added by the employee while creating an incident on Self Service page.

The incident owner is different from the assignment rules configured. The new Incident owner never receives the email.


For example : Employee John doe creates an "Issue" incident and adds incident owner "Rachel" while creating an incident from self service. Both Employee and Rachel receives an email respectively. However, we have an assignment rule which override incident owner "Mike des" . When we go to the Manager Self service page, we can see Incident owner is updated to "Mike des". However, Mike des does not receive the email and also Rachel does not receive any email that she is removed as Incident owner.