I want to trigger a notification to Service Desk(Group) users once the ticket is created to them

[Sreenadh]

Hi,

I want to trigger a notification to Service Desk(Group) users once the ticket is created to them.

please help me out with the Automation Rule to create the notification because i want to customise the content of the email.

Thanks,

[Riley Venable · Accepted solution]

To create a notification for Service Desk(Group) users when a ticket is created, you can: 1. From your project's sidebar, select Project settings > Notifications. 2. Select Add notification. 3. Select the issue event that triggers the desired notification (e.g. ticket created). 4. Select the users and roles who should receive this notification (e.g. Service Desk(Group)). 5. Click Add. 6. Configure your rule by selecting and defining the fields under the sections When this happens..., If these match..., and Then do this... fields. 7. Select Save and you're all set.

[Ajay _view26_]

@Sreenadh 

You could use Automation rules as well in case the Legacy is not available 

[Joseph Chung Yin]

@Sreenadh -

By default, the assignee/reporter(customer) of the issues are already getting system notifications.  Are you asking that all agents to received notification when issue is created in your JSM project?  What do you mean by ServiceDesk(group)?

Your agents should use the queue to review the issues created.  One thing you need to know to avoid sending unnecessary notifications.

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Sreenadh]

Hi @Joseph Chung Yin 

My requirement is Once the Incident is created i want to trigger a notification to Service Desk(group).

Service Desk is a group where list of users are available.

once the Incident is created all the Service Desk group users will receive a notification by using the Jira Automation rule.

Please help me out how to do the same.

Thanks,

[Ajay _view26_]

Hi @Sreenadh 

Are you looking for notifying agents ? You can use the Legacy Automation rule to notify your agents

[Sreenadh]

Hi @Ajay _view26_ 

I did not see the Legacy Automation in the navigation please find the attached screenshot for your reference.

kindly help me out how to navigation steps for the same.

Thanks,