Automatic notifications for high-priority issues

[Lars Blaschka]

Hey community,

I haven´t found any similar questions, but I think there is no way that this wasn´t already asked.

Is there any posibility of automatic notifications when a costumer creates a bug with priority class 1?

I already found the feature to create a new automation rule: be aware of urgent issues.

The problem is, that when I create this new rule I have no option to add mail-adresses, to which notifications for new priority 1 bugs will automatically be sent to.

I can only choose between notify the customer who created the bug or other customers of the same organisation....

Do you guys have any solution for my problem? That would be great.

Thank you!

Cheers 

Lars

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Lars,

Did you want to notify Agents or Customers on the high priority items?  If Agents, then using an automation rule, you can make the action "Alert User" which will send an internal email to the list of users (agents) that you specify.  Unfortunately you can only select a User at this time, hopefully they will make it a group or project role in the future.

Or if you want to get fancier you can use some workflow add-ons or automation for jira that will send email.

Hope that helps

Susan

[Lars Blaschka]

Hi Susan,

thanks for your reply.

I want to inform agents AND for example the head of our distribution center, or the head of IT, who all doesn´t have a agent license... 

The best solution for me would be an option to define some mail-adresses to which the notifications will be sent. No matter if they have an account in JIRA or not. The "silver-bullet" would be an option to sent SMS, or even better, a automatic call to a mobile number with an computer voice which informs about the prio 1 bug ;-)

Do you know some workflow add-ons I could test?

Thanks!

Lars

[Susan Hauth _Jira Queen_]

Hi Lars,

To do the SMS the only one I know about it add-on; Automation for Jira.  That's what we use.  Remember as well that you can send webhooks from the regular automation, but it doesn't seem to work with slack (but Automation for jira does).

Susan

[Lars Blaschka]

Hi Susan,

sorry for my late reply. I just downloaded the free trial of this add-on. At first sight, it seems to be the add-on I was looking for. I have to check it a little bit deeper but this should work :-)

Thank you!

Cheers

Lars

[Steffen Opel _Utoolity_]

Given your clarification regarding SMS and ideally voice, are you by chance using Amazon Web Services (AWS) already?

In case, you might want to take a look at our (commercial) Automation with AWS (Jira) app, which conceptually seems to support what you want by means of its Automate with AWS then action.

• Disclaimer: I'm a co-founder of this app's vendor Utoolity.

Please note that it is currently more of a developer oriented offering which requires an AWS account and (very) basic programming know how to configure and adjust the serverless components to suit your needs - more specifically:

• Sending SMS to well known recipients is readily available by means of the resp. support for SMS in Amazon SNS - see the Send SMS Message parameters example
• Sending email to well known recipients can be achieved via Amazon SES (or Pinpoint, see below) - we do not have a built in action for that yet, but this can easily be worked around via the Invoke Lambda Function integration and calling SES from the function code in turn, for example the SendTemplatedEmail API action
• Calling by voice has usually been achieved via third party service like Twilio (or Pinpoint,  see below) - once again you could trigger a resp. Twilio app with the Invoke Lambda Function integration, such a solution has more moving parts though.

Amazon Pinpoint

As of recently, a voice channel is also provided by Amazon Pinpoint, which already supports SES and SMS for an integrated user engagement solution - the setup is slightly more involved, but is likely worth the effort for a more robust solution.

• Update: I've been intrigued by the use case and gave the new Pinpoint features a spin. It took me ~10 minutes to configure the required Pinpoint application and an originating phone number manually in the console, which immediately enabled me to separately send test messages via email, sms and voice from there.
• Excited I translated the configuration into an AWS CLI aws.pinpoint.send-messages call, which uses the same input JSON format as our app, and conceptually it is possible to send a message to one or more recipients via email, sms and voice in a single call (thus single JSD then action), and this works as expected for email plus sms in one call.
• Unfortunately there seems to be a bug in the newly released API still, which simply fails for the voice channel related actions, even though they are available in each SDK and are in fact working via the console - of course I hope and expect that this will be addressed soon.

[Victor Mutambuki]

Lars,

Organizations as you already know is a group of users. So instead of selecting specific users, selecting the organization alerts users with one stroke.

See more on this topic.

Also, after further review, it looks like your issue should "Issue matches a certain filter". See attached image.

Victor