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

[Neal Rodruck]

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."

[Ismael Jimoh]

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]

See above image on how to perform option 2.

[Neal Rodruck]

Is there really no default behavior for this scenario?

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

[Neal Rodruck]

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

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

[Radu]

Hi Neil,

Check this community thread https://community.atlassian.com/t5/Jira-Service-Desk-questions/Next-gen-Service-Desk-Issue-Created-Notifications/qaq-p/1136149 .

Let me know if it helps.

Cheers,

Radu