I've tried changing the notification settings but the emails don't come through.
We are evaluating the service management product and this is a key feature we would need
Okay, in that case the notification scheme will not help you, since that one will only notify the assignee and anyone watching the request (reporter/customer is notified via customer notifications). You will have to create an automation (project settings > automation) that is executed on issue creation and sends out an email, something like this:
Hey @carl esposito ,
While @Mikael Sandberg 's solution will definitely work how is your notification scheme defined?
By default it indeed only sends a notification to "watchers/assignee/reporter" but you expand on that.
E.g. you could add a "Group" or "Role" in the scheme. Meaning this could be a group you defined yourself or perhaps the "Service Desk Team" role. That would include all your agents.
If those don't fit perfectly you could even define your own role/group for that project and it's notifications.
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