<!--- Please read this! Before opening a new issue, make sure to search for keywords in the issues filtered by the "regression" or "bug" label: - https://gitlab.com/gitlab-org/gitlab/issues?label_name%5B%5D=regression - https://gitlab.com/gitlab-org/gitlab/issues?label_name%5B%5D=bug and verify the issue you're about to submit isn't a duplicate. ---> ### Summary New issue notification is not sent when a new issue is created from an end user through service desk, even if the project's notification settings are set to *Custom* with checked option for new issues. ### Steps to reproduce 1. Enable Service Desk on the project. 2. Set project's notifications to *Custom*, selecting option **New issue**. 3. Given service desk mail to a colleague of mine, who send a test request (the new issue is correctly created on gitlab and the thank you email received). 4. Waiting for more than half an hour, but no email was sent to my personal account to notify that the new issue was created. ### Example Project https://gitlab.com/tantardini/prova-service-desk/-/issues ### What is the current *bug* behavior? No email is sent when the new issue filed through the service desk email is created. Bug is encountered when using two different issue templates while testing the behaviour: * in one case, the issue template contained mentions to the gitlab users who needs to be notified about the new service desk issue. * in the other case, the issue template contained the quick action `\invite_email` followed by the email addresses of the users who needs to be notified about the new service desk issue. In any case notifications are not sent. The creation of an issue in a regular way from the issue list correctly triggers the notification email about the newly created issue, so that the notification's settings seem to be ok. ### What is the expected *correct* behavior? To receive a notification email about the issue just created. ### Relevant logs and/or screenshots ### Output of checks This bug happens on GitLab.com. #### Results of GitLab environment info #### Results of GitLab application Check ### Possible fixes May be related to the Gitlab down experienced a bit later than my tests this late morning? \label ~bug