How do I alert my team when a ticket is closed?

[Chris Riddle]

Hi,

I would like Service Desk to email all of the agents when a ticket is closed. How would I set this up? I am super new to Service Desk, and I have most of the notifications setup the way I want them, but this one has eluded me.

[Mikael Sandberg · Accepted solution]

Hi @Chris Riddle,

Welcome to Atlassian Community!

You have a couple of options to do this. One is to update the notification scheme that your JSM project is using and add the project role Service Desk Team to the Issue closed event, then make sure that the transition that moves your tickets to closed has a post function that sets the event to issue closed. Your other option is to use automation that sends an notification (either email or Slack) when an issue is transitioned to closed. 

[Mikael Sandberg]

Note that the notification scheme is different then the customer notifications, you can find more information about notification scheme here, Configure notification schemes. If you are using the default notification scheme you would have to create a new one, I would copy the one your project is using, and modify it based on your requirements. 

[Chris Riddle]

Thanks Mikael!