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JIRA SD Grouping agents according to customers and organization

Mathiasbaek

Hi i was wondering if it was possible to decide which agents to be notified when specific organization submits a request in JIRA Service Desk

e.g. OrganizationX sumbits a request and AgentX + AgentY is notified

Organization Y submits a request and AgentZ is notified

The only solution i can come up with is to create different projects and then create different notifications schemes to those projects. However, this will require the customer to know which project they should submit the issue to.

It would be easier, if we know that the right agent is notified when a request is submitted, and other agents dont have to deal with irrelevant notifications.

Does any one have a solution?

Thank in advance

Accepted answers

Susan Hauth _Jira Queen_

Hi Mathias,

You could use the automation. Trigger is issue created, where user is memberofOrganization (".XXX") then notify/alert these users.

The only thing still annoying is that the alert is to only specific users and not to groups, something I'm pressing Atlassian on trying to change.

Hope that helps

Susan

All comments

Susan Hauth _Jira Queen_

Hi Mathias,

You could use the automation. Trigger is issue created, where user is memberofOrganization (".XXX") then notify/alert these users.

The only thing still annoying is that the alert is to only specific users and not to groups, something I'm pressing Atlassian on trying to change.

Hope that helps

Susan

Mathiasbaek

Hi Susan,

That was really helpful, thanks!

I cant seem to find the "membeofORganization"

However I found another solution, that I think might work

if I add customers and organization into different groups ( of course without providing them global application access ) and then create different automation triggers. Do you think this will work?