Notificaciones via correo electronico

[Administrador de Jira GA]

Buenas Tardes!!!

He tenido dificultad con el sistema ya que a los clientes que tengo en el mismo y que generar sus peticiones en JIRA en el portal de usuario y de nuestro lado el agente telefónico no le llega la notificación de creación en ambos casos. 

Nos podrían apoyar. 

Saludos Cordailes.  

[Petter Gonçalves]

Hello @Administrador de Jira GA

Welcome to the Atlassian Community!

Per your description, I understand you are not being able to configure the customers and agents of your Jira Service Desk to receive e-mail notifications when a new ticket is created. Is that correct?

To configure notifications to be sent to agents when a new issue is created, you must add them to the "Issue Created" notification under project Settings > Notifications (Not customer notifications):

On this menu, you can configure the notifications that will be sent to your internal agents, the ones that will be working on the issues. For more details about it, you can check the documentation below:

Configuring email notifications 

To configure a customer to be notified when a new request is created by an agent on his behalf, the agent must use the option "Raise a request" to ensure the issue is added with a valid request type and visible in the portal.

Then, you must configure under Project Settings > Customer Notifications the notification to be sent to the reporter of the issue. P.S: By default, this option is already configured.

For more details about the steps above, you can check the documentation below:

What notifications do my customers and team receive? 

Let us know if you have any further questions.