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How admins are getting emails on service requests?


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

1 answer

0 votes
Dirk Ronsmans Community Leader Jan 06, 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:


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 Jan 06, 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..

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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