Automation of escalation alert on incident being logged at highest priority

[Ron Moses]

We are a small organization and are just now getting going with JSM.  We really like the application but have a need for alerting our personnel when a customer logs an issue with the highest priority.  When I look at the Automation section in the Project, there is a template of when an issue is created to send an e-mail.  That flow looks like this:

Issue Created -> Response Type Equals -> Send email

What I am wanting to do is as follows:

Issue Created -> Response Type Equals -> Priority Equals -> Send alert/email

Has someone done anything like that you can share?

[Bhanu · Accepted solution]

Hi @Ron Moses 

You can use the following:

[Ron Moses]

Sorry for the delay, but I have been attempting to create a rule like above and am getting errors in the Audit Log related to an invalid JQL statement.  I ended up setting it up with two "Issue fields condition" instead of an "Issue matches JQL" in order to get it to work.  It is now sending an e-mail, but my preference would be to send out a Notification in Jira Service Management.  The Notification Actions I see available are to send an email, a MS Teams message, a Twilio notification and AWS, Slack, and web requests.  Is there a way to create a Jira Service Management notification as an action?

Thanks for your help!

[Dave Liao]

@Ron Moses - hi Ron! I see you wrote

Is there a way to create a Jira Service Management notification as an action?

What kind of JSM notification would you imagine getting?

Most of the customers I help will send emails and/or Slack/Teams notifications to their teams when things happen that they should pay attention to.

[Ron Moses]

We ended up turning on Microsoft Teams integration that gave us the notifications we were looking for.  Thanks!

[Josh Costella · Accepted solution]

Hi @Ron Moses 

Give this documentation a look and see if this will help: https://support.atlassian.com/jira-service-management-cloud/docs/create-an-automation-rule-to-prioritize-your-service-desks-incident/

Also, I'm not sure if you've checked out the Alerts section yet but that can also help: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-alert-notifications/

[Ron Moses]

Thanks for the links above.  The first one doesn't help me in this situation but is good to know.  On the second one, it is referencing OpsGenie, which I have not used and have not figured out how I need to be using.

I have now been successful in setting up automation to send an e-mail when a Critical incident is created, but would rather send out a Jira Service Management Notification that I can control the notification settings on my phone with to be able to uniquely identify the notification received.  Do you know if there is a way to send a notification action through Jira Service Management instead of an e-mail?

[Christopher Yen]

Hi @Ron Moses I noticed you're mentioning a notification through JSM, something you can try in addition to email is making sure you have the right group of watchers added to a critical incident and then adding a comment on the incident record via automation which should generate a notification through JSM. 

[Ron Moses]

Thanks for the suggestion.  We did automate the addition of watchers and turned on Microsoft Teams integration, which ended up giving us what we were looking for regarding notifications.