Show a graphical Alert when new tickets get in a queue

Adolfo Casari

Is there any addon o javascript that can help the agent with a graphical alert when a new ticket is created in a queue?

As of Jira Service Desk 4.2.2 , the issue count for the queue get refreshed, but a graphical alarm would be desirable.

Thanks in advance,

Earl McCutcheon

Hi Adolfo,

There are a few different approaches you could take here, and some examples would be first and sounding like  it aligns the most with what you're looking for would be the add-on In-App & Desktop Notifications for Jira that triggers popups for new issues either in app or via a desktop popup.

Alternatively the following examples are some of the methods our internal support teams use to help manage the incoming requests. 

You can set up a workflow with a SLA on something like Issue created for the start event and issue assigned for the stop event and a very short timeframe then use the "SLA at Risk" and "SLA Breached" default queues or define a new custom queue to monitor the new issues being created, this helps the team see the new issues so they can take action on the issue and define an owner on that issue within a defined SLA window and start working the case.

Using the e-mail notification of jira you can set up filter "project = EXE AND created >= -1h" and save it, then click details, Subscriptions and add a new personal subscription or a group subscription to this filter, one that would run on an interval like every hour or every 15 min.  Then using your email client settings to set up a desktop popup notifications, Here is an EXE for Outlook, and here is one for gmail

You could even leverage filters and a dashboard using a gadget like the filter results gadget to populate a lit of issues that meet criteria that show they need to be addressed i.e. issues that are unassigned, or have a SLA that is not met, or sitting in a specific status.

You could also look into an integration between a chat application like Slack and Jira that sends notifications to a specific chat channel based on the location a new issue is created for additional visibility, using a chat application that integrates with Jira.

Regards,
Earl