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How do I get notification emails when new issues are created?

Bree Hartman

Hi there,

How can I enable emails to my service desk agents when a new ticket has been raised? The emails to a user when they raise a ticket are working fine, but an email to the agents who handle service desk seems to be nowhere for me to configure, or to define who will receive it.

I see some posted solutions from years back, but they don't seem to be working.

We are in our 7-day free trial period, if that makes any difference.

Thank you!

Accepted answers

All comments

Jack Brickey

go to project > project settings > notification. Ensure that the role that your agents are associated with is included in the Issue Created event

Bree Hartman

Hi Jack! Thanks for the reply. This seems like a simple thing, but we just can't quite get it figured out. When I go to project > project settings, there is only "Customer notifications" as an option in the left menu bar, and that doesn't seem to hold the key. Screenshot attached.

Jack Brickey

you do not have the necessary permissions. you need to chat w/ your admin to have them change this.

Bree Hartman

It's good to know that I'm not missing something simple, but I am the admin. I wonder if it has to do with us being in the free trial version. Thanks for your help!

Bree Hartman

I do have users defined. As for the rest of what you said...I don't know how to/if we can do classic. I started our trial yesterday and literally clicked the link in the email Atlassian sent to "get started," and we've been running around in here ever since. This is the version that they fed us. =/

I did create a service ticket for this issue as well; I can post when I get a response just for everyone's eyes if this ever comes up in their Google searching down the road.

Bree Hartman

Here's the official response I received:

Thank you for contacting Atlassian Support!

The reason why you're not able to find the Notification option inside the project settings is that you've created this project using a Next-Gen template, which is a recent feature release on JSD and it has some differences compared to a Classic template.

On Next-Gen Projects, currently, it's not possible to manage the notifications, and by default, the agents are not notified when a customer opens a new ticket.

In case you want to customize the notifications, we suggest you to create a New Project using a Classic Template which is a more robust type of project with more features. Down below you can check a KB about managing notifications in a Classic Project.

Creating a notification scheme

Jack Brickey

thanks for posting. a bit surprised that Agents aren't notified by default but not a big deal i guess.

Leos Literak

Service desk where agents are not notified about new tickets? Is this a joke? Well, I think I found a workaround with an automation.

Tegen Piper

Is that the WHEN Issue Created > ALERT (Agent names) as despite this working when one of the agents creates new issues it doesn't seem to work when customers email in or use the portal, no idea why. Or have you found another solution?

Deanna Sweetland

Hello there,

I was just wondering if this has been sorted yet as we often get requests and the only way we know is if we check the board periodically.

I definitely agree this should be an out of box feature otherwise it defeats the purpose of using Service Desk as a customer service platform.

Steffen_ypkbdd

I have been looking everywhere for the reason for why there are no, and where to turn on, notifications when someone creates a new issue from the portal. Found this thread and the page where it says Agent notifications COMING SOON.

I can't remember seeing anything warning me about the shortcomings of the Next Gen SD when setting this up. I can't even remember having the choice.

How soon is soon? I'm very surprised that this is not yet implemented. There are so many features, bells, whistles and settings ... but not this?

Corey_Tabb

Steffen don't hold your breath we are still waiting on a way to archive projects 12 years and waiting we still don't have the ability to migrate single projects 10+ years waiting.

you are better off spending even more money on addons because Atlassian is piss poor of adding new features users want they even just close the requested feature no matter how many votes they get so if you haven't started using them yet don't use them go elsewhere as this is the worst service for adding features I have ever seen.

eric.liangoridis

Hello i am also curious on the way people send a "new ticket" mail to support mail box when an issue is created on IT next gen process.

One way we will test but have drawback is to add a "fake user" with email = support mailbox and choose it as "Project Lead" + "Default assignee" so we hope a mail will be sent to default assignee then to support box.

One of the issue is that it will "cost" 1 agent just for a missing feature.

Other way would be "automation" needing time to create a valid mail template...

Jack Brickey

@eric.liangoridis I suggest you creat a new post for your questions.

eric.liangoridis

ok please feel free to delete

Oliver Hall

I know this is an old thread, but I came across it because I was in the same dilemma. New to Jira Service Desk and not getting notifications on new tickets. We've moved from Fogbugz which did tell us via email - and we'd become used to that workflow.

The notifications feature is STILL flagged as coming soon on the JIRA site, which is pretty laughable after so many years - and I've recently been bombarded by adverts from ClickUp giving Jira a very hard time for being unresponsive... they really should sit up and listen here.

Having said that - I have just implemented Automation in our Jira Service Desk project and created a couple of custom rules - one to auto-assign a case to the first responder, and another to both send a Slack message and an email to a group when a new ticket comes in.

It works perfectly - it's actually pretty awesome. So, in summary, it looks like you can manage notifications using JIRAs built-in automation, and no need for plugins.

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