JIRA Service Desk - Notification for Organization Member

Question

Hello -

I am new to JIRA Service Desk and have a question regarding users in and Organization / notifications.

The idea in my IT project is that there are many Organizations with many users. Each Organization has a leader. Is it possible to configure notifications in a way that when a user in an Organization creates a ticket (sends email to handler), thenthe Organization leader receives an email notifying him/her that a ticket has been created within their Organization?

From what I can tell it doesn't seem like there is much a person can do to distinguish members within an Organization.

I understand how all users in an Organization can be notified when a ticket is created, but is it possible to limit that Organization notification to one user?

Gautam Heble · Answer

We have the same scenario where we need to notify a customer's organization super-user for each ticket that is logged for their company. We have implemented service desk a few days ago and are trying to figure out how to do this.

@MAG-II 'What did you guys do for this type of notification?

Dave_cpia7h · Answer

Hi Michael,

Out of the box Jira service desk is not able to limit notification to a user in an organization even with the Automation that comes with Jira service desk as its restricted to sending to reporter or customers involved in the ticket itself.

However, this can be done using third party plugin such as "Automation for Jira" by codebarrel which gives you more flexible options for automation.

For example if reporter is in TEST (organization) when issue is created, send email to organizationleader as below -

Hope this helps.