Notification emails to all Service desk agents

Jonathan Hotchkiss

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 i think, but an email to the agents who handle service desk seems to be no where for me to configure, or to define who will receive it.

My knowledge of JIRA is tiny and to be honest i'm struggling to get my head around the admin, menu;s etc.

many thanks for your help

davy

Hi Jonathan,

You will need to add the service desk agents to the Issue Created event in project the notification scheme.

This will generate a notification to all service desk agents for every issue created for this service desk project.

To enable this:
Go to the administrative cog wheel (top right) -> Projects -> open the relevant service desk project -> Notifications (on the left) -> Actions cog wheel (right) -> Edit notifications -> at Issue Created click on Add (far right) -> select 'Project Role' and choose 'Service Desk team' -> Add.

note: if the notification scheme is used by other projects, the change will also effect those projects.