How to send notification to just JIra Service Desk "Service Desk Team" and not to anyone in JIRA

[Ryan Ternier]

We have Jira Service desk and Jira (bug tracker). 

When a new request comes into our service desk, how can I get the notifications sent to "Service desk team" (We don't have any agent roles...)  and not to anyone or admins in JIRA?

[Jack Brickey]

confused - who makes up the "Service desk team" if not agents? Regardless, if "service desk team" is a role (or group) then you simply need to edit the notification in project settings to notify the role (group) as desired. In other words, edit your notification scheme.

[Ryan Ternier]

When I started with the SErvice Desk app, there was no "Agent" role, only the roles:

• Administrator
• Customer
• Service Desk Team

It seems the notification scheme is shared by Jira, Confluence and Service Desk.  I assume I would need to make a  new one so service desk team won't get notified when a new jira ticket is created... right?

[Jack Brickey]

so agents are those individuals that have the ability to be assigned and work issues. Service Desk Team = your agents. Service desk team should not include Jira/Confluence users that is why it is called "service desk". moreover, you should check to see if all of the users under this role have "Service Desk" application access by going to Jira settings > user management. If they do have SD application access and they are not agents then you need to address that by removing them from the role and unchecking the JSD application access otherwise you are paying for them unnecessarily. Anytime you use "Invite team" on the project sidebar it adds the person as an agent to the Service Desk Team role.

[Ryan Ternier]

I've done that, i have 2 users atm in the Service Desk role. 

When i create a new ticket by emailing our contact address, i see the ticket in Jira Service Desk, but no notifications get sent out to the team (I'm on this list) to let us know a new ticket was created.

I tried having the "Service Desk Tam" on issue create, but that didn't do anything, so I added it to every other Event without luck.

I don't know why it's not on out of the box to email the team when there's a new ticket.

I will add, when i Auto assign to myself, (admin) i get emails. BUt when there's no auto assign, there's no emails sent to notify anyone.

[Jack Brickey]

Are your agents by chance listed as customers too? What does your notification scheme look like. Screenshot?

[Ryan Ternier]

Here's the notification scheme.

The two service desk team members are set as admins though.

[Jack Brickey]

so that says that users of SDT should get notified on creation. Did you inspect your Customers to see if by chance the agents (SDT members) are in the customer list as well?

[Ryan Ternier]

This is the role configuration of one member in service desk:
Roles: Administrators, Service Desk Teams

They do not have the customer role.

When I look at them in the Jira User Management I see the following.  Note-I have the exact same permissions as this person, and I have accessed Jira Service Desk and I don't get any notifications. SO I don't think it's the "Never used this product" part.