Services & Teams in JSM

[Chandra Mouli Bollareddy]

Hi, 

We have service desk project "ITSM". 

I created a Services and Teams. 

• Service Name: JIRA Team Services - Do Not Use
• Team: JIRA Team
• Members: 10 users

• If any user select the service for Change Request.

• If any user select the services for request then how to sent the email Notification to team (JIRA Team). 
• Ex of Email: Hi JIRA Team, user has selected your team services for Ticket No#. like this. 

[Mark Higgins]

Hi @Chandra Mouli Bollareddy 

This has turned out to be longer than I started, as I discovered something unexpected while researching my response, in that in Services, its Service Owners, that are set to the Responders, and not the Responders field?

I can see that you have added 'Jira Team' as the Service Owners:

When the service is selected on the Request form

the team will appear on the issue in the responders field. (I'm not sure why the Responders are not in the Responders field, and the Service Owners are) 

The people in the Platform Support Team will be sent an Alert, depending on their own preferences:

In the New Notifications panel are the Alerts, that Responders can receive:

In the Alerts section you can not personalise your notification rules:

Appreciate this is a bit long, but it helped me, and I hope it can help you.

Cheers

Mark

[Chandra Mouli Bollareddy]

@Mark Higgins ,

• I have updated the Service Owner and Responders details in Services. 

• When the services selected from request from then responders/service owner (Anything is fine for me) details are not populated. 

• Select the Service Owner/Responder details manually. But i'm looking to add them automatically in responders field. 

• My requirement, Once added the service owners/responders then they need to get the email notification. 

[Chandra Mouli Bollareddy]

Kevin Paulovkin

I saw your post in blog. please post your suggestions. 

[Christopher Yen]

Hi @Chandra Mouli Bollareddy 

You can create an automation rule that triggers based on when affected services is edited and look for your "JIRA Team Services - Do Not Use" service to trigger an email action

[Chandra Mouli Bollareddy]

Hi @Christopher Yen 

Thanks for responding. 

I hope you, I'm confusing you with Screenshot. 

If user picks the Services for request then send email notification to Services team.