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Noob Question! Cannot figure out how to send email alerts to Agents.

Mitchell Jeppesen

You would think this would be very simple and might be.

But I cannot for the life of me figure out how to have notification emails sent to agents of a project when a new issue has been created.

All documentation and forum post's seem to be outdated and not relevant anymore.

Is someone able to tell me how to simply have a alert email sent to all Agents of a relevant project when a new issue has been created.

Thanks

Accepted answers

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Jack Brickey

Hi Mitchell, welcome to the Community. Have you looked under Notifications (project settings > notifications). Be sure that under the Create event that the role used for Agents is included.

Mitchell Jeppesen

Hi I have just tried that. But unfortunately I am still not receiving the notifications. I have used Message Trace to ensure they aren't getting stuck in our exchange server. But there are no emails even reaching our server

Any other suggestions?

Angélica Luz

Hello @Mitchell Jeppesen,

Thanks for reaching out to Community!

Just for a better understanding of the issue, I would like to know if you and your team are not receiving notifications only for Issue Created.

Is it working for other types of notifications, like, issue transitioned, comment added?

Also, by default, we don't receive notifications of our own changes, so if you are creating a ticket and you add yourself as the assignee of the same ticket, you won't receive notifications.

Regards,
Angélica

Mitchell Jeppesen

Hi Angelica,

We aren't receiving any notifications at all. It defintely isn't getting stuck in our email server, as message trace isn't detecting it at all.

Is there some setting I am missing?

Thanks

Mitchell Jeppesen

Hi @Angélica Luz

So bit of an update. I have created a Classic Service Desk Project as a test and got Notifications to work almost immediately via Notification Schemes. What would be the equivalent method for a Next Gen?

Thanks

Angélica Luz

Hello Mitchell,

The configuration is basically the same. Of course, classic projects have more settings, but notifications should work normally for a next-gen one.

Have you confirmed if you are not using the same account for the reporter and assignee of a ticket on a next-gen project?

Please, check on Notifications > Customer notifications and Internal notifications if everything is enabled and the recipient is correct.

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