Service Desk - emailing groups/teams

Question

I know this has been a round a bit. I also know that semi-best practice says don't email a team when a ticket is moved to their queue from the service desk triage; instead, make them monitor the queue. I get it. But why not have the option, for those teams/companies where this is not practical, to email the team to let them know their is a new item in their team queue. Why not the flexibility?

We are forced to hack that lack of flexibility by use a DL list as a "dummy" user, thereby burning up a licence that will lever log in and will never be an agent.

This seems like an entirely reasonable request to me and my business needs. Thoughts?

Dan Hagen · Answer

Can you expand on this a little? We have 5 teams, each with their own queue. We're currently using a triage person to review the tickets and assign a team label; the queues filter by label. I do not see an easy way to intelligently email a Jira group when the ticket is given a team label (which then adds it to the proper queue via the filter). Thoughts?

Susan Hauth _Jira Queen_ · Answer

Hi Dan,

We do use jira notifications to notify our team when requests move into their queue.  We know that many of our teams do not monitor the queue.  We simply use the workflow and use either a custom event or assigned event, and then in the notification scheme just specify the user group or role that needs to be notified.

Easy peasy

Hope that helps

Susan

Brant Schroeder · Answer

You can use an automation to notify specific user or mailing list.  The user or mailing list does not have to have a service desk license but would require a JIRA license which is cheaper.  You can also use add-ons to accomplish notifications based on criteria but those also cost money.  I know that this is a short coming if you have a unit that does not login very often.