Best option for notifying a group of users within a project based on Affected Services

[Mick Szucs]

Hi all,

I'm trying to figure out the best way to send a notification to a group of users based on Insight attributes when an issue is created within a project.

For example, in Insight I have simple service objects that includes the following attributes:

• Service Name
• Notification Group

When an issue is created, the field Affected Services will be populated by the creator to include a service.

I'm considering the following:

1. Issue is created and a "Notification Group" custom field is left blank, but the Affected Service is set to "Service A."  The issue is created in state "New," or something.
2. Immediately following issue creation, an automation rule populates the "Notification Group" field based on an Insight lookup against the Affected Service.  (e.g. if Affected Service is Service A then Notification Group = Notification Group A)
3. This same automation then transitions the issue to some custom state, like "waiting for support."
4. A post-function on the workflow fires a custom or generic event when the issue transitions from "New" to "Waiting for Support"
5. My notification scheme is configured to send the "Issue Created" template based on the Group Custom Field Value of "Notification Group"

In this case the notification scheme would not send notification when the issue is created, only when it is initially transitioned.

This seems like it should work, but I'm wondering if anyone can suggest a more graceful way to accomplish this that I might be overlooking.

Any suggestions are greatly appreciated!