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/