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Jira Service Desk - Slack integration

Hi, 

We have a slack channel which notifies us when new tickets are raised / actions completed in service desk. I would like to be able to target specific people who own the support contracts so we can all have our own channels - does anyone know if this is possible and if so how to do it please?

2 answers

2 votes

Hi Louise,

I did this for our IT service desk, but was only able to do it using the Automation for Jira app.  That will allow you to add in @mentions of individuals or even send to a personal slack channel.

Hope that helps

Susan

Hey @Louise Balderstone if I understand you correctly, you're looking for JSD to "push" a notification to Slack when a ticket is raised (in the portal) and mention the folks that are specifically relevant to that ticket in Slack DM? I'm not sure that exists 100% the way you're describing it..

 

You might want to check out an app in the marketplace Obie (full disclosure: I am affiliated with the company).. it changes up the workflow you're envisioning but will let you and your colleagues raise tickets from Slack, then sync all comments/attachments/actions on the ticket in a thread so those involved can get all of the updates in one spot.. I hope this helps :)

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