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alerts for high priority issues created in service desk

Ann Marie Kjerland Nov 20, 2018

I'm pretty new to using service desk and we don't get a huge number of help desk issues

But any suggestions on ways to create alerts when issues are created with Highest priority to ensure we triage it asap.. 

 

Thanks 

3 answers

1 vote
Jack Brickey Community Leader Nov 20, 2018

here are some things to consider:

  1. Add SLAs to your issues based upon priorities
  2. Use Automation to notify certain users based upon priority
  3. Consider Escalation methods

this is a good read on configuring notifications

0 votes

Hi @Ann Marie Kjerland -

There are automation rules that you can use for your requirement. Service Desk has some preset automation rules that you can use out-of-the-box or edit them to suit your requirement, if you will. You can also create custom automation rules to meet your requirement(s).

I am not sure if you have already reviewed this documentation that covers the scope the topic you are looking for - https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html. This document refers to a preset rule template 'Urgent issue alert" that may help you in accomplishing what you trying to do here.

 

Additionally, if you would like to bring alerts to yourself or your team, outside of email notifications, you could also explore pagerduty integration with JIRA (https://www.pagerduty.com/docs/guides/jira-webhook-email-integration-guide/).

Hope this helps!

Thanks

Kalyani

0 votes
Maro Hamamjyan Nov 20, 2018

1. Go to SLA and write in JQL priority = Highest  then in Goal write for ex. 1m (which is 1 minute) and choose your calendar.

2.Save the SLA with any name you prefer, for ex. "High Priority"

3. Go to Automation and create a Custom rule in this way: When should be SLA time remaining and choose your SLA (High Priority in the example) and in the Event choose Breached, you can leave IF empty if you want this rule to work for all issue types and in Then choose Alert user, save it and in this way you will be notified after a minute when a highest priority issue is created

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