Jira Mobile App

[Rob]

Afternoon

I have downloaded the JSM app and I am interested in the notifications. 

We would like a notification to be sent out when the Alert is a P1, and I can see from forums this is something other users have asked for. 

Could I create a rule within JSM that during out of hours, if an P1 alert is raised the assignee is populated from a table in Assets (say on-call table), once populated a notification from the mobile app is sent to that techie ? 

I see other users have messaged in forums, please can anyone share what workarounds have been successful? 

Thanks 

[Mathew Lederman]

Firstly, I need to clarify, there is no JSM mobile app. There is a Jira mobile app and a Confluence mobile app. There is a specific need for a JSM mobile app that provides access to JSM portals, but that is a separate discussion.

It sounds like you need 2 automation rules:

1. If P1 Alert is raised, set the assignee based on On Call table from Assets. You'll have to determine your own rules for determining the Assignee.
2. When Assignee is set, if P1 Alert and if outside normal business hours, send notice to the Assignee. Notice could be an email, an API call to PagerDuty, etc. The notice depends on your needs/available options. But I don't think an alert within Jira is possible and/or useful.

[Rob]

Using the Jira app, I can see all created tickets, and there’s an option to receive notifications.

In the settings, you can enable notifications when a ticket is assigned (presumably to yourself). What I was specifically looking into is whether the mobile app would notify you if a P1 ticket is automatically assigned over the weekend.

[Mathew Lederman]

Correct, each user can define their own notification settings. If a user has notifications enabled, then yes, they would receive a notification when a P1, P2, or P4 is assigned at any time. If they have notifications disabled, they won't receive notifications regardless.

I don't believe you can override this and I think you would need another tool specifically geared toward notifying users during off-hours.

[Rob]

There is a Do Not Disturb option where you can schedule notifications from Mobile app within a Window. 

In JSM I can write an automation rule to populate the Assignee field within the ticket when the Priority is set to one. I have written a few automation rules previously for populating tickets from Assets. 

This will generate a notification to that User over the weekend when a P1 is raised. 

Thanks 

[Mathew Lederman]

You're right, just keep in mind if I have my phone set to Do Not Disturb it doesn't matter what settings I have in the Jira app, it won't bypass them. I think it just depends on the level of urgency you truly need for your organization.

In my organization as tool admins we are strongly encouraged to install PagerDuty that is specifically built to bypass do not disturb. 

If you can trust each of your users to set their Jira app's Do Not Disturb settings appropriately, then I think your plan makes sense.