how do I get notified when a call is logged to the Service desk by a customer

 

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Gerry Tan Atlassian Team Oct 12, 2016

You can leverage comment and JSD automation. Comment can include at-mentions, and by default the person mentioned will receive an email. Setup an automation rule when a request is created to add a comment (make it internal if you don't want the customer to see) at-mentioning the recipient. Note that you can only mention person who has Service Desk Team role (configurable via Project settings > Users and roles).

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