Trying to generate email notifications to agents when a new request comes in

[carl esposito]

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

[Shawn Mendisz]

I was also facing the same issue and have tried to resolve it. Unfortunately, I can't but it helps me to resolve my issue. Thank You

[Dirk Ronsmans]

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.

[carl esposito]

Thank you. I tried that. Nothing came through.  Not even getting an email for the assigned agent. At least the automation seems to work.

[carl esposito]

n/a

[Mikael Sandberg]

Hi @carl esposito,

Welcome to Atlassian Community!

When a new request comes in, do you auto-assign it to one of your agents? Or are you trying to use automation to generate an email to all your agents when a new request comes in? 

[carl esposito]

The latter... generate an email to all agents

[Mikael Sandberg]

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:

[carl esposito]

I will give this a try. Thanks