Automation - How to have Jira Service Management send a Slack message when on-call responder changes

[Antonio M_ Ferreira]

We have set up an on-call schedule in Jira Service Management and would like to notify our users whenever the on-call person changes (either due to the schedule or if someone manually takes the role in JSM).  I have tried setting up a trigger, but I cannot get {{oncall}} as a smart value in any of the fields.  I'll have to get the associated ID to satisfy GDPR requirements, presumably through something like {{oncall.accountId}}, but I need the field value to watch.  Thus far, the documentation has failed me.  All I want to do is trigger a Slack message that says "{{oncall.responder}} is now the on-call engineer." in one of my Slack channels.

[Bill Sheboy]

Hi @Antonio M_ Ferreira -- Welcome to the Atlassian Community!

Just to confirm, you want to contact *all customers* using Slack when the next person in the on-call rotation takes over?

What problem are you trying to solve by doing that?  That is, "why do this?"

When one of your customers creates an issue (e.g., a service request), they will get notified by whatever processes you have defined.  But preemptively telling customers the on-call person may lead customers not use JSM to create an issue, and instead use other communication methods that neither track the issue nor use appropriate intake, triage, etc. processes.  That will make work less manageable and reduce the value of using a tool like JSM.

I did a quick check in the REST API and did not see a way to identify the current, on-call user for a JSM project.  As Jira Automation uses the REST API to do things, what you ask may not be possible with automation rules.

Just to confirm this, perhaps work with your Jira Site Admin to contact Atlassian Support (if you are using a paid license): https://support.atlassian.com/contact/#/

Kind regards,
Bill