Services & Teams in JSM
Asked by Chandra Mouli Bollareddy:

Hi,

We have service desk project "**ITSM**".

I created a Services and Teams.

* **Service Name:** JIRA Team Services - Do Not Use
* **Team:** JIRA Team
* **Members:** 10 users

![Services&Teams.jpg](/t5/image/serverpage/image-id/343796iE80C38CBDAFEDF71/image-size/large?v=v2&px=999 "Services&Teams.jpg")

* If any user select the service for Change Request.

![Services.jpg](/t5/image/serverpage/image-id/343798i410D13DB47B0BA7B/image-size/large?v=v2&px=999 "Services.jpg")

* If any user select the services for request then how to sent the email Notification to team (JIRA Team).
* Ex of Email: Hi JIRA Team, user has selected your team services for Ticket No#. like this.


Answers:
author: Mark Higgins
body: Hi [@Chandra Mouli Bollareddy](/t5/user/viewprofilepage/user-id/5488675)

This has turned out to be longer than I started, as I discovered something unexpected while researching my response, in that in Services, its Service Owners, that are set to the Responders, and not the Responders field?

I can see that you have added 'Jira Team' as the Service Owners:

![Screenshot 2024-08-27 080756.png](https://community.atlassian.com/t5/image/serverpage/image-id/343957i970D4AA5496C33C2/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 080756.png")

When the service is selected on the Request form

![Screenshot 2024-08-27 080148.png](https://community.atlassian.com/t5/image/serverpage/image-id/343956i95FCDA344AA6D43A/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 080148.png")

the team will appear on the issue in the responders field. (I'm not sure why the Responders are not in the Responders field, and the Service Owners are)

![Screenshot 2024-08-27 080944.png](https://community.atlassian.com/t5/image/serverpage/image-id/343958iDE467DC50DD3C8DE/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 080944.png")

The people in the Platform Support Team will be sent an Alert, depending on their own preferences:

![Screenshot 2024-08-27 083452.png](https://community.atlassian.com/t5/image/serverpage/image-id/343959i8EEC3B832B086A0D/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 083452.png")

In the New Notifications panel are the Alerts, that Responders can receive:

![Screenshot 2024-08-27 083555.png](https://community.atlassian.com/t5/image/serverpage/image-id/343960i7F2823DD2F71A84E/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 083555.png")

In the Alerts section you can not personalise your notification rules:

![Screenshot 2024-08-27 083848.png](https://community.atlassian.com/t5/image/serverpage/image-id/343961iCD551AED47D70A3F/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 083848.png")

Appreciate this is a bit long, but it helped me, and I hope it can help you.

Cheers

Mark

comments: author: Chandra Mouli Bollareddy
body: [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340) ,

* I have updated the Service Owner and Responders details in Services.

![Ser.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/344026i311D8A4FBF022145/image-size/large?v=v2&px=999 "Ser.jpg")

* When the services selected from request from then responders/service owner (Anything is fine for me) details are not populated.

![Ser1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/344027i35CA776B8D181968/image-size/large?v=v2&px=999 "Ser1.jpg")

* Select the Service Owner/Responder details manually. But i'm looking to add them automatically in responders field.

![Ser2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/344028i7866B1549453415B/image-size/large?v=v2&px=999 "Ser2.jpg")

* My requirement, Once added the service owners/responders then they need to get the email notification.


author: Chandra Mouli Bollareddy
body: [Kevin Paulovkin](https://jira.atlassian.com/secure/ViewProfile.jspa?name=c6fd8e268f5a)

I saw your post in blog. please post your suggestions.


author: Christopher Yen
body: Hi [@Chandra Mouli Bollareddy](/t5/user/viewprofilepage/user-id/5488675)

You can create an automation rule that triggers based on when affected services is edited and look for your "JIRA Team Services - Do Not Use" service to trigger an email action

![2024-08-26 08_31_24-Rule builder - Automation - Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/343868iC8A4D41877C4B145/image-size/large?v=v2&px=999 "2024-08-26 08_31_24-Rule builder - Automation - Service Desk - Jira.png")

comments: author: Chandra Mouli Bollareddy
body: Hi [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)

Thanks for responding.

I hope you, I'm confusing you with Screenshot.

If user picks the Services for request then send email notification to Services team.

![Services&Teams.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/343880i2980F50F8566496C/image-size/large?v=v2&px=999 "Services&Teams.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud

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