How to enable email notifications when new Customer Service Desk ticket submitted?

[Andy]

We thought that we have email notifications and iOS app notifications set up to enable alerts when a new Customer Service Desk issue is created. However, no alerts are being sent. Basically, we want one user to get notified, so that he can assign tickets to other users. 

[Patricia Francezi · Accepted solution]

Hi @Andy 

Welcome to the community!

If you are using a classic project, you need to check your notification scheme in Project Settings / Notification - Issue Created. 

You can add / modify who will be notified by email in the scheme actions. 

In a Next-gen Service Desk project, notifications are divided in two 

Customer Notification, that send emails, and, 

Internal Notification 

So for your internal team, if youre using Next-Gen project, the email will not be sent.

To send e-mails, If youre using Next-gen, I recommend you to create an Automation to perform this action. 

[Andy]

Thanks @Patricia Francezi 

This is a classic Customer Service Desk project. Everything appears to be set up correctly, but no notifications are being issued. I used the Notifications Helper to try to diagnose the issue, but I received the following error message: (screenshot image)

[Patricia Francezi]

The notification scheme shows the email address to be used in sending emails. 

Is this correct? 

Is there any project sending notifications that work fine? 

Did you verified the email handler setting from global administrator configuration? 

Im here to help :)