How to get Emailnotification for new tickets as agent

Question

Hi,

I try to get the service team / agents notificated when a new ticket arrivies. So far I can only add the Author or customer in the notification but cant drop in a agent or team.

I also didn´t receive mails on the standard mail address or admin account.

Please help.

Cheers,

Sven

Angélica Luz · Answer

Hi Sven,

When we create an automation rule, it will run as if it was a user and by default, it's the project administrator.

If you are the user that runs the automation and added to mention yourself, by default, we don't receive notifications of our own changes on a Cloud site.

To fix that, please, go to your Profile picture > Settings and enable the "You make a change to the issue". When the automation runs, then you will receive the notification if you are mentioned.

unknown · Answer

Dear Angelica,

thanks for coming back to me. I was able to set the notification but it did not receive a notification when open a new ticket. Therefore I think this workaround is not "working".

Best

Sven

Angélica Luz · Answer

Hello Sven,

Welcome to Atlassian Community!

As per the details you provided, I believe you are using a next-gen project, please correct me if I'm wrong.

If that's the case, currently it's not possible to manage agent notifications on this type of project. With that said, agents won't receive a notification when a ticket is created.

So far I can only add the Author or customer in the notification but cant drop in a agent or team.

This configuration you mentioned is related to customer notifications, that's why it's not possible to add agents.

There is a feature request suggesting the implementation of this ability and the feature will be released soon.

* Configuring agent notifications

For now, please use the workaround mentioned on the feature.

Regards,
Angélica