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How to send a notification to whole team when a ticket is assigned

kanaka prasad ponnuru

Hi Team,

How to send a notification to whole team when a ticket is assigned to a particular group?

Scenario: In JSD when a ticket is create it will go to ques, after that manually we want to assign those tickets to each groups as per criticality at a particular transition. So that whoever in the shift can pick that ticket and work accordingly.

Note: we are not using Adoptive script runner add-on.

Is there any way to meet this requirement.

Your inputs/help much appreciated

Accepted answers

All comments

Mayur Jadhav_30osel

Hi @kanaka prasad ponnuru

Before the getting into the solution, I want to know which communication channel your organization using like, MSTeams.

Ajay _view26_

Hi @kanaka prasad ponnuru

You can a run automation rule to add Watchers whenever a new Support Ticket is created by customers.

Cheers

Ajay

kanaka prasad ponnuru

Hi @Ajay _view26_ ,

Thanks for your prompt response.

You can a run automation rule to add Watchers whenever a new Support Ticket is created by customers.

My question is if I create a automation rule will the whole team get notifications or not?

If yes, please guide me.

kanaka prasad ponnuru

Hi @Mayur Jadhav

Thank you for your quick response.

Yes, we are using Microsoft Teams for communication.

Mayur Jadhav_30osel

Then it can be possible to configure.

Mayur Jadhav_30osel

First You need to have channel on Teams and follow these steps to configure;

Jira to MS Teams using Webhooks:

Instruction:

Navigate to Microsoft Teams, Choose the teams section, choose More options (...) next to the channel name, then choose Connectors.
Scroll through the list of Connectors to Jira Server, and choose Add
Choose configure button a popup setting will appear with Webhook URL and Instructions.
Now copy the URL of Webhook and Save it, go ahead, and save the settings.
Navigate to Jira Administration settings and click System option search for Webhook.
In Webhooks there will be a Create Webhook button, we can use it to create new Webhook.
In the new Webhook we need to paste the URL obtain from Jira Server(Connectors).
Also select the required project and issue type through JQL expression, also as per the requirements we can select the actions such as Issue Created, Issue Deleted, Comment, etc.
Now create test issue for respected project which we have added to the JQL expression in the Webhook and verify whether issue will be shown in the Teams Chat.