How do I send a notification email to all users when a new request is submitted to Jira Service Desk

Question

I have found a few references, but they are from far enough back that the posts mentioning them have instructions which do not match Jira's current layout.

Two part question:

How do I make it so that every time ANY request ticket is opened or closed in Service Desk, all users receive an email.

This is important because as it stands the primary user of this ticketing systems is being auto assigned all tickets (So he can distribute them as needed). However, he is leaving for several weeks, and we've decided we want ALL users to receive an email.

Further, is there a way to assign a ticket to another user (And then notify them) when an SLA breach of a couple hours occurs, ensuring that there are no gaps in responses.

Thank you!

EDIT

To clarify, I have a Jira Service Desk project. There are "People" in it, with Agent roles assigned.

I want all of them to receive email notification whenever any request is created, so they can log into Jira and address the request.

I managed to sort of rig it by using the workflow to assign a request to one user, but that doesn't notify everyone.

Please help.

Bradley T Schuman · Answer

Removed, and added to the edited question above.

Bradley T Schuman · Answer

Sorry, I fail to understand the distinction.

I am currently at the administration page. There is, on the left, a section called "User Management", under which are headings for Users, Groups, Access Requests, and Jira Service Desk.

There is no mention of the word "agents" anywhere. I have attached a screenshot to help.

There are five users here, each of which have an email address associated with them. If there is a different area in which to set up agents to address incoming tickets in service desk, I am not seeing it. Could you provide some direction?

Jack Brickey · Answer

It depends on what you mean by “users” in this context. If you mean “agents”, which is what I suspect, then you simple need to ensure that the role used to define your agents is setup in the Create/Resolve notification scheme.