setup email and alert for when a user submits an email request to create a ticket automatically

Question

Team

we have Tech help - project (helpdesk team) in jira ticketing management.

when a end user submits an email to helpdesk team distribution list , ticket will be created automatically.

But our team isn't receiving email notifications and we are monitoring our web browser and assigning the tickets to ourselves and then we are getting individual notification when picked up or closed the request.

we use atlassian cloud.

please assist

Igor Medeiros - Modus Create · Answer

Hi @Anand Kumar

For a free fix, use Automation for Jira. Create a rule with the trigger Work Item Created, scope it to your Tech help project, and add a Send email action to the agent role or your team addresses. That fires on every email-raised ticket. Native notification schemes can target Work Item Created too, but JSM agent coverage there is inconsistent across project types.

For conditional, templated notifications across many projects, our app Notification Assistant for Jira handles role-based recipients on creation.

Feel free to reach out.

Brandon Viertel · Answer

@Anand Kumar ,

Agent notifications (including those via email) are controlled by the Notification Scheme associated with the project. Within the Notification Scheme, you can set the 'Work Item Created' action to whatever project role is desired, granted you have the appropriate site/product permissions. You can definitely set it up so that your agents are notified on certain action, at least on JSM Premium.

Here's the documentation on that: https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

Every organization has a different process for how they manage requests, so it's not my position to tell you how you should operate. I can tell you that it is possible though.

Cheers!

Brandon

Marc -Devoteam- · Answer

Hi @Anand Kumar

For providing what type of information?

Here is all related JSM documentation, https://support.atlassian.com/jira-service-management-cloud/resources/