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Send Email to Agents once email request comes in

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. 

3 answers

Yes, you can create an automation rule to "alert" users when a new issue is created.

0 votes
Jack Community Leader Jul 19, 2021

Is this a CMP or TMP?

CMP - project settings > notifications >> ensure that Service Desk Team project role is listed for “Issue Created” 

TMP - use Automation 

0 votes
Dirk Ronsmans Community Leader Jul 19, 2021

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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