Jira Service desk: distinguish notifications received agent by agent

[John Francis]

Hello everybody. My company has a Jira service desk (Management). I would like to know if it is possible that a particular request made by our user portal is only notified to an agent, so that the same agent does not have to receive communication other than those concerning him.

Thank you

[Alex Koxaras _Relational_ · Accepted solution]

Hi @John Francis 

It is possible but you have to tweak certain things:

• Create a new event called "Notify One Agent" or whatever
• Create a new event called "Notify Rest Agents"
• On the workflow of your issue type which is bound to that specific issue type, change the "Fire Event" from issue created to "Notify Someone"
• Create on the above workflow a new transition from the first status to itself
  • On that transition change the fire event to "create issue" event
• On your notification scheme add your agent to the "Notify Someone" event
• On your notification scheme add the other agents (or a group) to the "Notify Rest Agents" event
• On your notification scheme clear the "Issue Created" event from all agents (keep e.g. admins)

In the above proposal you may have to tweak a bit further certain things, but following the above bullets you'll get through it!

Be careful of shared config schemes.

[Rilwan Ahmed · Accepted solution]

Hi @John Francis ,

Is it possible that a particular request made by our user portal is only notified to an agent --> No

Workaround:
Go to your service project settings --> notifications

Keep only Current Assignee to the notification events and remove others. 
If the current assignee is none, then no one will receive the notifications

Example: If you add Current assignee to Issue Commented, then only assigned Agents will get the notification. 

Please note:

1. This change will be applied to all Ticket types in a project
2. If your notification scheme is shared with other projects, changes will be applied to all projects shared. So better create a copy of notifications, make modifications and then map it to the required project. 

[John Francis]

Thank you so much! This works for my project