How to send an Slack alarm when the queue priorization is not followed?

[Xavier Margalef Riestra]

Hi all!

I am looking for some help on how to automate Jira notifications.

I want to improve the team's productivity by sending a notification (to Slack for example) when an agent takes a ticket (assign) which is newer than other tickets from the same type.

Also, could it be possible to do the same when a ticket type that has lower priority?

I don't know if all these conditions are possible but I was curious.

Thank you in advance!

[Earl McCutcheon]

Hello @Xavier Margalef Riestra ,

Welcome to the community and I believe you can set this all up using Automation for jira.

First, you can send a notification to Slack using automation as described here:

• How to use Slack Messages with Automation for Jira 

The next portion is identifying what issues fit the criteria you are looking for.  I am thinking that you can use the "Issue Assigned"  trigger event, with a "Related Issues" Condition set to "JQL Issues" and a filter like the following using a smart value for a comparison of the current issues creation date to all other issues creation date, noting that as a project-specific automation rule it will automatically restrict the JQL to the project:

statusCategory not in (Done) AND Assignee is EMPTY AND Created < "{{issue.created.format("yyyy/MM/dd")}}"

Another note: the date format may be different in your instance based on your global settings, you can run a test search in the issue navigator first to verify what format the date needs to be in, and the following article gives some additional details on smart value date formating:

• Smart values - date and time functions

So something like this:

Regards,
Earl