Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

How can I receive email notifications when an issue is created in Jira Service Desk?

Neal Rodruck July 23, 2019

I've created my project and added myself and a colleague as Admin, Agent, and Viewer roles. We are also both Administrators on the project. When I email our @Helpdesk support address, an issue is created and the submitter receives a confirmation email that the request has been received. However, neither myself or my coworker receive any email notification of the creation of the ticket. I've searched online and none of the available resources appear to help. This is also a basic feature that should not be difficult to set up, so any help is greatly appreciated...

Edit: we've both checked out spam folders and outlook rules, and the emails are not being redirected from our inbox (when sending test emails to create issues, we're receiving responses from the help desk project that the request "has been received and we're on it."

1 answer

1 vote
Ismael Jimoh
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 23, 2019

Option 1:

Consider adding the users directly to the project notification scheme when issue is created.

Option 2:

Consider using the automation functionality to trigger email sending.

  1. Go to Project Setting > Automation page.
  2. Create a custom Automation.
  3. When - Issue Created.
  4. If - Any (You can configure this with JQLs to be triggered when the condition is true).
  5. Then - Add comment (in the body, have a mention to you all that a ticket was created - Make sure this is an internal comment).

The above should help you achieve this.

Hope this helps.

Ismael Jimoh
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 23, 2019

Screenshot 2019-07-23 at 22.52.37.pngSee above image on how to perform option 2.

Neal Rodruck July 24, 2019

Is there really no default behavior for this scenario?

 

Also can you provide instructions on how to set option 1?

Neal Rodruck July 24, 2019

Also how do you assign a notification scheme to a project? Below are the instructions from the Atlassian documentation found on this page: 

 

https://confluence.atlassian.com/adminjiracloud/creating-a-notification-scheme-776636401.html

 

Capture2.PNG

 

However I don't see the "Notifications" option in my project settings

 

Capture.PNG

Radu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 25, 2019

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events