We want to create queues for our teams (based on components and request types), and have emails sent to those teams when tickets hit their queue, but I can't figure out how to do that. This seems like a super simple request.
The Automation functionality looks promising, but it also looks super limited (specifically this issue: https://jira.atlassian.com/browse/JSDSERVER-4309).
How are others solving this?
We do not want to assign issues directly to a single person on the get-go, nor do we really want to assign them to a triage queue when request types will allow us to send them to the correct queue from the beginning.
For expanded emailing functionality you will want to look at JETI, Automation for JIRA, or one of the other automation tools on the marketplace.
I personally recommend Automation for JIRA because it will allow you to expand on the stock functionality and is applicable in a huge number of use cases.
Queues are just filters, so it sounds like you're already prepared to set up each team queue. The only thing that would be left is to set up those same criteria in your automation service to email a team address when a new ticket meets the queue criteria.
My team similarly does this when new tickets are submitted with a custom field checked for 'priority requests' from users.
Can you give a little background on why you would be basing your workload on emails instead of the queue views?
I'm a big proponent of ditching email for service desk altogether, which is easily achievable with JSD, so it would help to get an understanding of your bigger picture.
I can also recommend the JIRA Service Desk/Stride integration available. I have notifications set so that when a new ticket is created that meets specific criteria, certain chat channels are pinged with the update.
This has allowed our team to functionally reduce the number of notifications and emails going around.
I'm not wedded to email I guess (we're also a big Slack team), but we need some way to notify teams when tickets hit their queue since they likely won't be working out of JSD all the time. We use email to do that in our current process when tickets hit their queues.
As an example, something like:
It looks like I can accomplish this with a webhook and some custom code, but that seems like overkill just to get notifications out of the system.
Definitely open to other more JIRA-like suggestions. I'm like 2 days into JIRA so I'm definitely n00b status. Really appreciate your input! :)
Quick and hacky way would be to create an email distribution group for each team.
Create a mock user with that distribution email address to be automatically assigned when the issue comes in and meets queue criteria.
Notification settings set up to fire at the assignee when assigned.
Personally I like the automation approach Meg suggest and Automation Lite is free and 'should' get you there. Certainly worth a try.
Another approach - For each queue you can create a filter w/ a subscription. Basically looks like this:
rinse and repeat for all your queues and adjust your filter to align w/ the queues. Basically just copy your queue filter and add the "created > -5m" piece.
@Jack by "include the list of users" do you mean individually? Is there any way to do that by group or to a distribution list vs by user?
Basically I don't want to email individual users like Jack, Mark, and Dan from the network team when an issue is assigned to their queue - I want to email email@example.com (I really don't want to have to keep JSD updated when people switch teams, etc).
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