How do I set it up that we get an automated email when a new ticket is created?

[Paul Huber]

When users open a new ticket, I would like our team to get an email. I tried setting it up via notifications, but nothing appears.

I set up a distribution list, as it seems notifications only allow for one email, but no mail gets sent when the ticket is created. What am I missing here?
Thanks,

Paul

[Jack Brickey]

In Notifications for Issue created ensure that the role for your Service desk team is added to that notification event. If you believe you have this set up correctly then please provide a little bit more information about your situation. Such as are these individuals actually agents for the project? In other words define what you mean by your team.

[Nic Brough -Adaptavist-]

Just a couple of minor clarifications

1) You say "it seems notifications only allow for one email" - actually they don't allow for any emails, they send emails to user accounts (which all have email addresses), and they send to as many as you define in the rule (deduplicating though, so if a user is matched by group, project role, assignee and reporter, they'll only get one email)

2) "No email gets sent" - it probably is sent, if the user named is a valid and active user.  If you're missing emails, it's almost certainly because they've not been received, not that they were not sent.

[Paul Huber]

Hi Nick,

 1. OK.. I get you. Doesnt really matter, I only need it sent to one email address, as it is a distribution list

2. Can I check somewhere if an email has been sent?

Cheers

Paul

[Paul Huber]

Hi Jack,

 I thought I answered already, but must have forgotten to hit reply.. :)

We have only just started using the whole atlassian suite, so I am a bit of a newbie..

So, if I am missing the info you need, just let me know.

My situation is that I have set up a notification to send an email to a distribution list (this is the last line on the screenshot.), upon the users submitting a ticket, no one receives the email.

I set this up via Project Settings, Notifications. (Apologies if they are called slightly different names, I am translating, as we use the tool in German)

My team: We are a small (6 person) IT team, the Team merely refers to the people behind the email address.

The project: Simply the Service Management tool used as a ticketing system.

If you need more info, just let me know, I am hoping I am just missing a simple step here.

Paul

[Jack Brickey]

So I have never seen the ability to use a DL in a notification scheme. Maybe something new that I am not aware of but I will be surprised here. Notification schemes send to licensed users. If you wish to notify non-licensed users then you should set up an automation rule…

trigger - issue created

condition - whatever makes sense in your case

action - send email

[Nic Brough -Adaptavist-]

Jira doesn't care where an email address lands, it really does just have a primitive "send to xxx@yyy.zzz" function.  If xxx happens to be a list, that's fine, that's up to your email server to send to the list.