Your agent needs to have the right “full” within the group he shall receive notifications on.
You can see if the agent would get notifications by browsing to profile -> notifications and see if “limit groups” is available with the groups you expect:
But unfortunately: No, profile settings for notifactiosn are not the problem, agents have correct notification settings.
“Somehow worse”: Created a group called “test”, created a test agent role with full rights on that group, created a test agent user with that role and only with that test group, test user profile is correct - but no notifations in case of a “unassigned ticket”, no matter if new or changed. Only if ticket is assigned to that user, it receives a notfication…
Also, the context of group rules within a role to effective user rights is not quite clear: if a user is associated with a role, in user settinsg you do not see the group rights defined in the role, while in the user profile you can see the role groups in the notification settings…
Sorry but I don’t seem to understand.
You can see the assigned roles to a user within user management - in my opinion the question is on “how you name them” to ensure you can see with one view what’s going on.
Also the notification settings do not show all groups you have access to. They’re only displayed if you have full rights.