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Alert for number of tickets assigned to a queue

Paul Prata March 14, 2024

I have a dashboard that shows me the number of tickets in a queue, I would like to know if available can we setup an alert to certain people if a queue hits 15 tickets at any moment in time during the day? 

2 answers

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Walter Buggenhout
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

Hi @Paul Prata,

To a certain extent, yes. as a queue is based on a filter, you could set up an automation rule that is triggered by the creation of a new ticket. Use the Lookup Issues action with that exact JQL filter as input. If you count more than 14 issues, send an email:

Screenshot 2024-03-14 at 15.51.34.png 

That is a technical solution. However, this would fire a new email with every issue being created as long as you have 15 or more issues in your queue. I would rather encourage your people/team to work in JSM more consequently than relying on email notifications.

Hope this helps!

Paul Prata March 14, 2024

Yes we are trying to leverage JSM more and more, I'm just looking for an alert. If we integrate with SLACK, could we be alerted via SLACK and no email? 

Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

Of course. In that case, just replace the action with send slack message instead. My last paragraph - and that's what @Alex Koxaras _Relational_ says too - is to talk to your team. Show them how easy it is to track work using queues IN the tool.

But again, if sending a notification helps to make people aware, go for it. 

0 votes
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

Hi @Paul Prata 

You could achieve that by using automation. However I don't recommend it, since it will use quite a number of your monthly run limits. E.g. you could add an automation like the following:

  • Trigger: scheduled 5 minutes (I would suggest once every 2-3 hours)
  • Action: Lookup issues (add you queue jql here)
  • If: {{lookupIssues.size}} greater or equal to 15
  • Action: Send email

Something along the above lines would work.

Paul Prata March 14, 2024

Thank you for the reply and I value your expertise, but how would you express I manage this? The team isn't checking the queue in a timely manner and we need to be alerted. 

Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

Now that I'm thinking it, you could use the subscription filter with a custom cron expression. Try creating a filter with the same jql as your queue. Save it as a filter. Share it with your team (must be within the same group). Add a subscription to it using custom cron expression to send it e.g. every 10 mins.

But other than that, the most important thing is company mentality, team playing attitude and most of all accountability. I would strongly recommend into building these assets for your team.

Like Kalyan Sattaluri likes this

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