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How admins are getting emails on service requests?

Ravid Glam January 5, 2021

Hi,

I'm new to Jira software management and I'm creating a portal for my company,  I cant find how to receive emails when someone open a service request/incident from the portal.

Thanks from advance

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Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 6, 2021

Hi @Ravid Glam ,

email notifications sent to your agents/admins are configured in your projects "notification scheme"

There you have certain events that can trigger a notification email to specific roles/users/groups.

One of those events is the "Issue Created" event.

You can find more information about notification schemes here:

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

Ravid Glam January 6, 2021

Hi,

I still didn't found a solution for this, I tried most of the options without success. did you ever encounter such a thing? 

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 6, 2021

Well we'll need a little more information then.

  • What did you try?
  • how is your notification scheme configured?
  • Who need to get the mail (the customer? the agent?)
  • are other mails going out?

 

If I ever encountered such an issue? Yes, then I fixed the notification scheme or the email account and the mails went out.

So more details on what you configured and what is not working would be helpful..

Ravid Glam January 9, 2021

I need is that when customers open a service request or an incident in the portal that I created using Jira service management, I will receive a notification via email. I checked all the options in the project management and I didn't found a solution, I also tried to ass "issue created" event without success

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