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Agent Email Notifications

Alan Fabiano

When an issue is sent to Jira by customer email - how do all of the agents get email notifications that a new ticket has hit the service desk - prior to it be assigned to anyone.

Currently, we have to log into Jira to see new email requests and it would be better if we could get an email letting us know to log into Jira to check it out.

Accepted answers

Jack Nolddor [Sweet Bananas]

Hi Alan Fabiano,

Email notification are managed by Notification Schemes. Simply make sure all agents are correctly configure under Issue created event of the related project by using a common ROL or Group to add all of them.

Kind Regards.

All comments

Jack Nolddor [Sweet Bananas]

Kind Regards.

Demetrios Mallous

Do Notification Schemes work with next gen projects?

Sara Shawki

Maybe I'm missing something obvious - I don't have an option for "Notifications" under my project settings. I only see "Customer notifications". When I try to create a notification scheme under that page, I cannot customize to send email notifications to Agents, just to Customers.

Do I need to do something else in order to enable regular "Notifications"?

Eman ElRashidy

I cannot see the "notifications" options on my screen, I can see only "Customer Notifications", kindly advise!

Rafael Mendes Duarte

good question... in Project Settings > Advanced there is a comparison table between the classic and next-gen Service Desk Projects and it seems that "Agent Notification" is "coming soon".

I have a next-gen project and I can't figure out how to activate notifications for agents, maybe that's why. Even if I set up a notification scheme to notify the admin it still does not work.

Tim Smith_bij13y

Agent notifications don't work in the next gen service desk, so I reverted to classic