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Is there a way for all members of an organization to automatically get Jira notifications?

David Miller_olev4d

I have a client that is using our Jira portal for ticket submission and the project manager on their side asked if there's a way for all members of their team to get notifications on any and all tickets submitted by their teams by default without having to follow every ticket.

Is there a setting that would allow for this at the organization level?

Thanks,

David

Accepted answers

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Alonso Rojas

Hello David

you could set up a custom notification scheme and ensuring all team members are part of a designated group, you can ensure that everyone receives notifications for all ticket activities automatically, and besides that you could use automation rules for customization of the notification handling

Regards,

Alonso.-

Jovin

Hey @David Miller

Great question - you can absolutely achieve this, but keep in mind that if you have multiple clients using the one JSM Project they'll all be affected by a part of this change.

Configure Customer Organizations - https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/
1. Put all of this client's users into the organization
Make sure your Customer Notifications in the JSM Project are setup to email when a ticket is shared to the Organization (called "Organization added") - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/
Setup sharing with Organization automatically - https://confluence.atlassian.com/jirakb/requests-automatically-shared-with-organization-1107626894.html

If none of your other clients use Organizations currently this won't affect them, but if they do this change will apply to all clients, however, Client A will still only see Client A issues.

If however, you have 1 project per client, this is a project level change so will only affect that 1 client.

Hope that helps and ask for more help if you need it!

Joseph Chung Yin

@David Miller

Welcome to the community. Based on my experiences, notifications may started to be a great idea, but soon users will simply disregard the notification if there are too many of them.

In my opinion, the best way is to use automation rule to be triggered on issue created event and then execute the action of "Send mail" with the preferred context. In the rule, you can have better control on who within the organization should get the notification instead of everyone in the organization.

Hope this helps.

Best, Joseph Chung Yin

David Miller_olev4d

Hi @Jovin - thanks for the feedback - yes, the difficult part is that I have a single project and I have organizations for each of my clients' companies and then under the organization I have each individual as "customers" tied to that organization. In your steps listed above I have all of that set. But my 1 client wants all communication on tickets to go to all of them, not just newly created tickets...they want updates/changes emails notifications to go to everyone as well.

Either way, since everyone is under a single project - I don't think there's a way to set this up for a single organization under a project.

David Miller_olev4d

Thanks @Joseph Chung Yin . It seems you're right that automation will be the only way to surgically pinpoint this one customer for custom notifications. I'm not familiar with building out such rules but will I be able to narrowly focus on any new tickets or updated tickets and to email anyone within the same org with XYZ name?

David Miller_olev4d

Hi @Alonso Rojas yes I believe you're correct that this will be my only option. I've never written an automation so that's what I need to figure out now Thanks for your feedback.

Joseph Chung Yin

@David Miller -

Unfortunately, I am not aware an easy way to obtain a listing of all users within an organization programmatically in automation rule. I do know that there is REST APIs call that one can use to obtain all the users for a given organization - https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-get

Another though will be if you know of the customer organization email address from your customer end where you can send custom email to. If so, you can use it in the automation rule.

I believe there is an outstanding existing feature request similar to your original ask that you may want to add yourself as a watcher of it - https://jira.atlassian.com/browse/JSDCLOUD-4570

Sorry.

Best, Joseph

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