It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Notification emails to all Service desk agents

Hi there,

How can i enable emails to my service desk agents when a new ticket has been raised? the emails to a user when they raise a ticket, are working fine i think, but an email to the agents who handle service desk seems to be no where for me to configure, or to define who will receive it.

My knowledge of JIRA is tiny and to be honest i'm struggling to get my head around the admin, menu;s etc.

many thanks for your help

2 answers

1 accepted

7 votes
Answer accepted

Hi Jonathan,

You will need to add the service desk agents to the Issue Created event in project the notification scheme.

This will generate a notification to all service desk agents for every issue created for this service desk project.

To enable this:
Go to the administrative cog wheel (top right) -> Projects -> open the relevant service desk project -> Notifications (on the left) -> Actions cog wheel (right) -> Edit notifications -> at Issue Created click on Add (far right) -> select 'Project Role' and choose 'Service Desk team' -> Add.

note: if the notification scheme is used by other projects, the change will also effect those projects.

Davy, thanks you SO MUCH!!! I've been hunting around for ages, but not found this. i guess because I've limited knowledge of the ins and outs of Jira, but i REALLY appreciate your help.

cheers

J

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

283 views 0 5
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you