Setup an email and alert for when a finance ticket is opened

[Jacob Adams]

I'm using JIRA Service Desk Cloud. I've been testing custom notifications within the service desk and also tested configuring a JIRA custom event notification; however I still can't seem to get this working. 

https://confluence.atlassian.com/jirakb/configure-a-custom-event-notification-for-a-specific-jira-workflow-transition-or-status-720831525.html

Scenario:

Manager submits ticket request to make an access change request for a Finance user. The ticket is setup to associate all Finance change requests to be tagged with the "Finance" label within the ticket.

How can I set it up that I'm notified by email and/or JIRA notification when a new Finance change request ticket is submitted?

Any assistance would be greatly appreciated. Thank you for your help.

[Jack Brickey · Accepted solution]

First I would recommend against using Labels for this but rather use Components or a custom field.

Now, the question is do you ONLY want a notification if Finance or do you simply want to differentiate them from the pack? I would recommend creating a unique Queue for Finance if you need to see/process them uniquely. You could also consider a unique Request type for Finance but again I prefer to have one request type for Access and then Component or a custom field for Role or Function. If you use either Component or custom field you can leverage Automation like this...

you will want to change to meet your precise needs however.

[Kyle Kendall]

A follow up.  I have created a Custom Field and it shows in my Support issue type but I am unable to set an automation rule for it.  I get a red exclamation that says "(field) is not applicable for the current project and/or issue type."  However it is assigned to the issue type, it is a field that you can choose in the issue when submitting a request within the project I am working in?  Is there somewhere else I need to assign this field to?

[Jacob Adams]

The process you suggested works great. Thank you.

1. Is there a way to alert via a JIRA notification versus email through your recommended process?

2. What's the benefit of choosing components versus labels for a rule like this? We use components already for categories and sub-categories, but not departments.

[Jack Brickey]

Glad to here it. 

1) so Jira Notifications are via email but I guess you are asking for an email notification thru Jira’s notification process vs. the alert? If so you could consider changing the action to be some event/update that results in an update notification. Of course this will not be a targeted notification to a specific individual but the wider audience defined by your notification scheme.

2) labels are error prone IMO, mistypes, capitalization, etc. JQL searches could find similar labels depending on how they are formed. Basically labels is basically a specialized text field.