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Help Desk Alerts

Eric_d0bk6o

Hi, I'm fairly new to jira, and work in a place that uses help desk.

We have 7 offices in the US, and tickets come in, and go to an unassigned area. We must keep an eye on that section throughout the day, and if it's for our city/area, we assign it to ourselves.

I imagine there could be a filter or alert that would notify use via email, skype or Teams, as we use all of those, so I don't have to keep checking on that section throughout the day.

Is there a way to create such a notification system, and if so, how?

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Ismael Jimoh

Hi @Eric

You can create a filter and subscribe to it so it notifies you at intervals if a new ticket for your section is created. I’m assuming that you already have a field that tells you which zone the ticket is from.

Going with the same assumption you have a field, you can create a queue that is using a filter that checks which sone the ticket is raised in.

If I misunderstood your requirement do clarify.

Cheers.

Eric_d0bk6o

Hi @Ismael Jimoh thank you for replying. Yes, we have an Office Location field, I think that's what you mean by section.

Tickets show the locations of the staff, unless they are remote users, where it will say "remote user".

I handle 3 offices, and I would like to be notified of anything new that appears in those, and the remote users, and I imagine others in other locations would like to be notified for their locations as well.

I don't really know much about filtering. Attaching a screen shot of what I look at, minus some info I've blacked out. I know some SQL, and learned that there is JQL, and they are similar.

I also know there are rich and non-rich filters. The results I am looking at looks like a non-rich filter.

Does that clarify what we are working on and can you elaborate on how to make those filters?

Eric_d0bk6o

bump. any news?

Ismael Jimoh

Hi @Eric

What you need to do is the following:

Either edit the filter or create a new filter Where (Office Location = 'Your Region' AND Assignee is Empty). Save the search into a filter
Subscribe to the newly created filter (Your JIRA Admin would need to create a group for you and you would need to subscribe this group to the filter).
1. Click Details(Next to the filter name)
2. Click new subscription.
3. Select the group in the recipient field.
4. Specify When the filter should be triggered.
  1. Advanced and set the field to 0 * * * *
5. Save the subscription.

Now JIRA should send members of the group a notification if a ticket matches the filter search result.

Eric_d0bk6o

hi Ismael,

Thank you. I clicked the 3 dots in the upper right, and see Edit, but I don't see the filter as a line of text, or anything that I can edit.

How do I actually edit the filter?

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