Is there a visual alert in my Jira queue dashboard list that shows me when I receive a response back

Question

We use Jira tickets for quotes from independent sales reps. When the external rep responds to the automated Jira email, I want to be alerted for that ticket that I've received a response. Is there a way to show this in my dashboard view of my queue? Right now, I have to go into each ticket and see if the external rep has responded. Same idea for internal notes where I've been @'d on the note with an update from co-workers.

Joseph Chung Yin · Answer

@Mark Christiansen -

Welcome to the community.  Out of the box, you can put yourself into the notification configuration scheme associated to the JSM project.  However, this means that you will be notified when "Someone made a comment" event.  Which may not be what you wanted.

You can access the Notification Configuration Scheme via Project settings >> Notifications.

I believe you can customize your WF by adding a new WF status where when issue moves into the new status - it represents that an quote is received.  At the same issue transition, you can enforce the comment must be entered as a validator.  This will allow you to be able to see all the issues where when they entered the new WF status, it means that a quote was received.

To add to the issue transition setup, you should also establish a automation rule where it is triggered when issue moves into that status event, and fires of a "Send Email" action.  You can set the custom email recipients (including yourself) to be notify that way.

The above recommendation also gives you a "visual" representation via the JQL search (i.e. creating a queue) for the specific WF status or in each issue view UI for the status.

Unfortunately, there is no visual alert setup in the application.  Thus, you may need to search for possible third party add-ons in Atlassian Marketplace for it.

Here are some reference links on Automation for Jira (out of the box) for automation rule setup-

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Muhammad Rikaz Khan · Answer

Jira is a powerful project management tool commonly used for issue tracking, bug tracking, and agile project management. Its dashboard feature allows users to customize their view to include relevant information about their projects, tasks, and issues.

Stanley Duback_u509bh · Answer

One way this is commonly done is by use of workflows and automations. A common automation is that when an agent posts a reply the ticket moves into a status for "Waiting for reply" and then when a "Customer" responds to the ticket then the ticket moves back into a "In progress" state.

Have you made any custom configurations to work flows or automations to look to resolve the gaps in your process?