Marking recently updated issues in the queue - instead of numerous emails

Question

Good morning - in Europe at least... 🌄

Our Service Desk coworkers are feeling some email-fatigue in the the first week after implementing their project.

I've purged as many notifications from the template as I feel warranted, but the cry that goes up from the multitude is that they are still feeling overwhelmed.

Is there a way to mark issues in a queue that were newly commented/updated AND the new comments/updates have not yet been looked at?

Our old ticket system had a star to mark any newly updated issues - ist there anything similar in Jira?

Thanks and regards,

Paul

Paul Ceronio_kpmx1s · Answer

@Juan Carlos Pin , @Krystian Różycki

Great, thanks for the input! I'm starting to look at the solutions in a bit more detail. I get the impression that the Service Desk team will have a toss-up between the filter and the batch email options. Will let you know.

Best regards

Paul

Juan Carlos Pin · Answer

HI @Paul Ceronio 
What about creating a filter with this JQL?

ORDER BY updatedDate ASC;

this way the ones which are not updated will be at the bottom.

Tell me if it helps!
GOOD LUCK!

Krystian Różycki · Answer

I think it's not in accordance of how notification scheme looks like - for example if you would like to receive comments as email notifications then what is the purpose of missing some of them?

I suggest marking which notifications are unimportant and then disabling them in the notification scheme.

Another thing I suggest is enabling "Batching email notifications" in system settings and setting it for example for 30min. It should merge notifications in this period