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Send an Email alert when request is created via email or portal

Sam_vj8gcz

Hi all,

How do we create a alert to be emailed to all agents when a request is created via either the portal or email?

I previously came across an article that advised we could achieve this with automation.

I setup automation as below but this didn't seem to do anything.

When this happens..
-Issue created

Then do this..
- Alert user (and listed the agents).

next-gen servicedesk

Accepted answers

All comments

Jack Brickey

I’m not sure why you would need automation for this, if you have set up notification on create for your agents based upon the role they are in, e.g Service Desk Team, then they should be notified. If this isn’t happening please check to see if the agents are possibly listed as customers for the same project. This can cause notification issues.

Sam_vj8gcz

I'm unsure of where this can be configured?

We are using the next-gen servicedesk. The only 'notifications' settings I can see is under

Project Settings > Customer Notifications

This doesn't mention anything regarding agent notifications.

There is the ability to create a custom notification, but this only leads to the automation page anyway.

Under Project Settings > Internal Access the three staff that require to receive notifications upon issue creation are set as 'Administrators'

Sam_vj8gcz

Bump

Sam_vj8gcz

Anyone?

Jack Brickey

Given you are on next-gen you would need to use automation as you mentioned previously. Have you reviewed this thread? - Next-gen-Service-Desk-Issue-Created-Notifications . I think it does a good job of outl8nimg the approach.

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