How to receive notifications when someone submits a ticket?

[Mark Stephenson]

Hi,

Ive just 'set up' service desk and the portal.

When customers (internal at this stage) submit a ticket I am not notified by email.  How do I make that happen?

If I respond to the customer or change the status of the ticket the customer receives an email alert.

Thanks,

Mark.

[Hernan Halabi - Elite IT Consulting Group]

Hello @Mark_Stephenson welcome to the community. You should take a look to the notification scheme associated with the project. There you should have the issue created event and listed who gets notified when that happens.

The recommendation is to notify a role rather than add yourself there. That way you can reuse the config and add remove people that is interested on getting that notification just by modifying the members of such role.