How to send an email notification to a support Team when Issue is created

[Dishal Singh]

Hi, We are using Jira service Desk project.

We want the Jira email notification to be sent to the Service Desk team (let's say there are 4-10 service desk team) working on a Project,when an Issue is created.

Please assist.

[Hernan Halabi - Elite IT Consulting Group]

Hi Dishal, 

On the notification scheme, you should add the role in which the service desk teams is added (by default Service Desk Team). Anyway I would recommend to do a queue for them to see whenever a new ticket is added, that way the team works within Jira Service Desk rather than checking emails to see if there is something new in Jira.

[Dishal Singh]

Hi Hernan, Thanks for your reply and suggestion.

I do not see Notification scheme, Could you  please provide the steps? We are using Next Gen Service Desk Project template and I do not see the option of creating a group / Notification scheme.

Our company needs an email to be sent to the Service Desk agents working on a particular Project, when a new Issue Ticket is created by the customer. 

[Hernan Halabi - Elite IT Consulting Group]

Sorry I couldn't get back to you sooner. The fact that you are in a next gen project is the issue here. Please check my answer for a similar case here 

[Dishal Singh]

It looks like, the Group notification is currently NOT possible in Next Gen Project. We can switch to Classic Project Service Desk template, Can you please let me know how we can configure the Group email notification to the Service Desk Agents, when an Issue is created. Thanks.

[Hernan Halabi - Elite IT Consulting Group]

On that case, my original answer will work. Work with the notification schemes but do it based on roles rather than groups, see more about it here

[Dishal Singh]

Thank you. I found the answer:

1. It works for Classic Service Desk template
2. Create a User Group from Settings--> Administration-->User Groups. For example: ABC Project User Group
3. Define the list of Users in the ABC Project User Group
4. Create a Project. Add People in this Project.
5. Navigate to Project Settings-->Summary and see what Notification Scheme we have in Notifications. If it is Default Notification Scheme then click Default Notification Scheme link--> Actions--> Edit Notifications to create a new notification
6. Click View All: Notification Scheme and Create a new Notification Scheme here
7.  For the Events , select Notification as Group
8. Select the User Group we have created in step 2

That's it.

[Hernan Halabi - Elite IT Consulting Group]

You should change a bit those steps for better reuse.

on item 4 rather than add the people you should add the group you created into a certain role.

Then step 7 instead of notifying per group , you pick the role where you added the group from step 4.

That way you can use the same scheme on another project, you just change the group you add to the project role and everyone gets what they need without an extra scheme