setup email and alert for when a user submits an email request to create a ticket automatically

[Anand Kumar]

Team

we have Tech help - project (helpdesk team) in jira ticketing management.

when a end user submits an email to helpdesk team distribution list , ticket will be created automatically.

But our team isn't receiving email notifications and we are monitoring our web browser and assigning the tickets to ourselves and then we are getting individual notification when picked up or closed the request.

we use atlassian cloud.

please assist

[Marc -Devoteam-]

Hi @Anand Kumar 

This is the way of working on JSM, no notifications are sent to agent on tickets that are created.

Agents should be having the queue open in a web-browser tab to see incoming tickets.

What is the purpose on having an ITSM system when you want everything done in email, then you could just use a mailbox.

Other option create a distribution list in your mail domain, create a user in Atlassian with the mail address en set an automation rule to assignee the tickets by default to this user, then the mail should end up at all members of the DL.

Still not recommended from my side, as I think Service agents should be working in the ITSM application and not in amilbox.

[Anand Kumar]

could you provide any inputs or references from atlassian docs

[Marc -Devoteam-]

Hi @Anand Kumar 

For providing what type of information?

Here is all related JSM documentation, https://support.atlassian.com/jira-service-management-cloud/resources/ 

[Igor Medeiros - Modus Create]

Hi @Anand Kumar

For a free fix, use Automation for Jira. Create a rule with the trigger Work Item Created, scope it to your Tech help project, and add a Send email action to the agent role or your team addresses. That fires on every email-raised ticket. Native notification schemes can target Work Item Created too, but JSM agent coverage there is inconsistent across project types.

For conditional, templated notifications across many projects, our app Notification Assistant for Jira handles role-based recipients on creation.

Feel free to reach out.

[Brandon Viertel]

@Anand Kumar ,

Agent notifications (including those via email) are controlled by the Notification Scheme associated with the project. Within the Notification Scheme, you can set the 'Work Item Created' action to whatever project role is desired, granted you have the appropriate site/product permissions. You can definitely set it up so that your agents are notified on certain action, at least on JSM Premium. 

Here's the documentation on that: https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/ 

Every organization has a different process for how they manage requests, so it's not my position to tell you how you should operate. I can tell you that it is possible though. 

Cheers!

Brandon