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How to notify a specific User when a Service Desk request is generated?

Gregorio Luiz G2

We want a specific team member to be sent an email notification every time a Service Desk request is created or updated. I've had a poke around with Notification schemes and workflow, but couldn't figure out how to do this.

Any help would be greatly appreciated!

Greg.

Accepted answers

Dave Theodore [Coyote Creek Consulting]

In the notification scheme for the project, there is an "Issue Created" notification. You can add a single user to that notification, which would do what you're after. Keep in mind that default behavior is that you do not receive notifications for actions that you make yourself, so if the person creates an issue, they won't get an email unless they have changed their notification preferences. I hope that helps.

All comments

Dave Theodore [Coyote Creek Consulting]

RobertH

Might be worth considering a 'Component' that is preset on Service Desk issues raised, then in your notification scheme, on issue created, choose 'Component Lead'. I think that could work.

Gregorio Luiz G2

This was my problem, I thought it wasn't working, but it was because I was testing on my own. It all worked fine as soon as I got someone else involved in the testing. Thanks for the help!

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