Notifications for specific queues

[ckopanon]

Is there a way JSM agents can get notified when a work item enter the queue they monitor? What I am hoping for is that agents only get notified when a work item is created and in their queue rather than get notified for every work item that gets created, regardless of queue. I am trying to not use an add-on if possible.

[arielei]

Hello @ckopanon 

Yes, you can use Automations to tigger a notification via email / slack / teams.

Simply use the same rule that you base your queue for.

but if you do this, dont forget to disable the notification scheme so users wont get duplication of alerts.

Best regards,

Ariel

[yqiao]

Yea same as @arielei said, an example of an Automation rule can be like:

• Trigger: Issue created

• Condition: JQL = (your queue’s filter)

• Action: Send email to specific users or a group

[Rik de Valk _Brainboss_]

Hi @ckopanon

There is no direct way to get notification on when a request arrives in a queue. But as @arielei and @yqiao mention, you can use Automation Rules to send out emails. 

What you will have to do, is for each Queue that you want to setup a notification for, is figure out type of 'event' makes a ticket get into a queue. This is commonly: 

1. The creation of a request
2. The status change (transition) of a request
3. The Customer has posted a comment

In each of these common cases, you will need a different Trigger for you automation rule. 

#1 - creation of a request

• Trigger: Work Item Created
• Condition: Here you can use the Work Items Fields condition to only send a notification in specific cases. For example, if you only want to send a notification for reported Incidents, you can choose 'Request Type' equals 'Report an Incident'
• Action: Send email. Here you have to configure who you want the notification to be send to. You can enter an email address, or a field (such as Assignee)

#2 - Status change

This works in the same way, but as Trigger, you should use the Work Item Transitioned, and choose which status change you want the notification to be send. For example: From New to Waiting for Support. 

#3 - Customer posted a comment

For this scenario, you use the Trigger "Work Item Commented". Since you only want to send a notification when the Customer posted a comment (and not one of your colleagues), you also add a Condition: 

User Condition: User who triggered the event is Work Item reporter. 

I hope this helps you in setting up the notifications you need. 

Have a nice day! 

Rik