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Creating Alerts for a HelpDesk User Group

Mariam Khachatryan

Hi,

I have a project in HelpDesk with different SLAs and automation. I'm creating a new automation for a user group to get an alert when one of the SLAs is breached, but the system doesn't recognize the user group as a single user to send the alert to.

I am also unable to add the user group as a watcher to the HelpDesk ticket.

Is there another way to notify them?

Thanks,
Mariam

Accepted answers

Mariam Khachatryan

Hi,

Actually my issue is already resolved.

All I needed to do is to add all the people in the group separately, and assign them Service Desk Team role.

This way they can be added to automation, or watchers to the Help Desk tickets.

Thanks for all the answers though,

Mariam

All comments

Joe Kyle

Hi Mariam,

Watcher - Let me answer the second part of your question first. As far as I know there is no way to automatically assign Watchers to an issue. Watchers have to be assigned manually one the issue has been created. This is a Jira limitation.

Group Alert via Automation - I don't think this can be done through an Automation Rule. I've just tried it. However you may be able to do this with a post function on the workflow using the post function "Email Issue" There is a condition within this post function called "Run this post-function only if a condition is verified" I think you can somehow add a string of code there that looks for the SLA breach. I'm just not sure what that code should be.

Mariam Khachatryan

Hi Joe,

Thanks for your response.

Regarding watchers - I try to add them manually, but since it's not a single user but a user group, it doesn't recognize the group as a user.

And the same for the Alerts, I think the issue is that I'm trying to add a user group as a user.

Joe Kyle

Hi Mariam,

I'm not sure if you've solved this one yet. Another thought I had was that you could use a Dashboard for this. Dashboards (and their associated filters) can be shared with groups. In other words you could create a saved search which meets the requirements you are concerned about/trying to achieve. Then add that saved search as a filter within a gadget on a dashboard. You could create a group under User Management > Groups. Then share both the saved filter and dashboard with that group. Anyone in that group could then see the dashboard and thus be alerted to the SLA breach. Maybe this will help? Best, Joe

Kubilay Karpat [Snapbytes]

Hi Mariam,

I do realize that your question based on Service Desk automation yet I would like to share possible solutions for your request with Time to SLA Plugin for future reference.

Time to SLA Plugin offers SLA notifications which could be sent any time before or after an SLA is breached. You can can configures SLA notifications to received by:

Reporter of the issue
Assignee of the issue
Any group(s)
Any project role(s)
Custom e-mail(s)
Or any user custom field (which offers great flexibility combined with custom scripting on those fields)

Best, Kubilay

Robert Dzido _Almarise_

Hi,

You can use SLA PowerBox add-on to setup and manage SLAs in Jira (Including Jira Software and Core) as well as to manage SLA Notifications and warnings. The add-on supports various communication channels such as emails, Text messages (SMS), Slack, Hipchat, etc.

You may setup notifications on different SLA Events or thresholds for different groups, users and roles in way very similar to Jira's Notification Schemes.

There is also feature to see notification statuses (what notification were sent and what is their status).

Read more in the documentation.

Cheers,

Robert

Mariam Khachatryan

Hi,

Actually my issue is already resolved.

All I needed to do is to add all the people in the group separately, and assign them Service Desk Team role.

This way they can be added to automation, or watchers to the Help Desk tickets.

Thanks for all the answers though,

Mariam

Karyn Tooke

Hi - I've not been able to implement the solution @Mariam Khachatryan outlined above, could someone expand?

We have a number of groups within a Sevice Desk and each need to be alerted to either unassigned or active tickets not commented on for x number of hours/day yet I've only been able to insert individual users as opposed to groups Alert per user not group.png

Steve H_fd7ujn

I was trying to alert all members of a particular Jira group (Jira Server) when the SLA was about to breach. I found i could set individuals as above using automation but I didn't want to have to edit each automation every time someone left or joined the company.

In the end I used Automation for Jira Server to alert the group Jira https://marketplace.atlassian.com/apps/1215460/automation-for-jira-server?tab=pricing&hosting=server

I am not sure if this comes out of the box with cloud

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