How best to notify a group when an issue is added to queue

Jack Brickey Community Champion Apr 04, 2017

I have a few queues setup based on components. These components refer to a group of users that need to triage the issues. If I had a 1:1 relationship (component:user) I could simply assign to them using Components config screeen. However, there are multiple users that triage the queues.

Looking for best methods of handling.

2 answers

1 accepted

1 vote
Accepted answer
Michael Rey Atlassian Team Apr 04, 2017

To accomplish this your rule should be created similar to the one below. 

When - issue created

If - issue matches

     Once you've set the If to "Issue Matches" then you should be prompted to input some JQL which I believe from there you can do something simliar to
component in ("component1", "component2")

Then - alert user

 

Hopefully that helps!jsd1.pngCheers!

0 votes
Alex Christensen Community Champion Apr 04, 2017

Although we don't use Service Desk, we have a similar situation.

Do you have the ability to set up an email alias that emails that group of users? We've created a user with an email alias that emails several different users. When that email alias user becomes the Assignee of an issue, an email notification goes out to everyone in that group. The first person to see it would then assign it to themselves or triage as necessary.

Jack Brickey Community Champion Apr 04, 2017

thanks Alex. I think that could work. the issue I think is going to be that the email as a user will result in counting as a JSD agent which would result in a monthly cost. :-( I am going to play with the idea though.

Hey Jack,

Have you checked out the automation piece of JSD (link below) to see if you could apply a rule that says

 

When issue is created, alert person 1,2,3,4? 


https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Jack Brickey Community Champion Apr 04, 2017

yes i did but don't see a way to do that based upon component.

Michael Rey Atlassian Team Apr 04, 2017

I believe that would show up in the 'IF' part of the rule

When - issue created

If - issue matches

     Once you've set the If to "Issue Matches" then you should be prompted to input some JQL which I believe from there you can do something simliar to
component in ("component1", "component2")

Then - alert user

Hopefully that helps!
jsd1.png

Jack Brickey Community Champion Apr 04, 2017

Ah...yes indeed it is there. I was sure it was there and completely missed the advanced link. That should do the trick.

Probably should convert you response to answer so i can up vote it.

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