Is there a way to email all agents to notify them that a new request is in. Whether it's an email request or via the portal? My agents aren't always in front of Jira but they do watch email.
In you notification scheme there should be a notification for issue created.
if you add a specific group or role there, they should get a mail when any ticket is created.
if you need more granular control(like the channel) you’ll indeed have to create an automation rule
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