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?
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:
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!
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?
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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.
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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:
Something along the above lines would work.
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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.
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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.
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