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How setup an email notification to inform the team when a ticket is assigned to their queue?

Matt Naghieh
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January 30, 2019

Hi,

I would like to setup an email notification to inform the team/agents when a ticket is assigned to their queue.

How can I change the configuration?

Thanks in advanced for your help.

Matt 

1 answer

1 vote
Jack Brickey
Community Champion
January 30, 2019

Hi @Matt Naghieh, there are different solutions for this but my recommendation is contingent on how you define your queues so if the following doesn't make sense or work for you please provide the details of you queues. It also depends on clarification of "when a ticket is assigned to their queue", i.e. what action and by what actor results in an issue going into a specific queue.

Components field - if you can define your queues by the components field then you can use the value of the Component to notify individuals or groups.

Automation is your friend - the native automation generally can help here but there are some limitations so you may wish to consider an automation addon. I use Automation for Jira for my more advance automation needs.d

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