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
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.
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: