Currently, we use the Notifications configuration for our Service Desk project to send out a Notification for all of our users in the Service Desk Agent group when a new issue is created. We do this so we all know when a new ticket comes in.
One of the issues, is that there are cases where we open tickets to communicate with clients. In these cases, we are the Reporter (we want to keep it that way because it makes sense that the reporter in this case is us), and we add our clients to the Request Participants on the ticket.
We're trying to figure out how to filter this out from the Notifications, as the whole group does not need to be notified when this happens. We've thought about removing the user group which contains our agents from the "Issue Created" Notification, and switching to something like Automation, where we can add filtering, i.e. only sending a notification to the group when the user is not a service agent, or if the issue has a particular type/field set.
The issue is, Automation kind of sucks. There is no action, "Send notification". The "Send email" action does not not allow you to set it to a Jira group. Only the "Reporter" or "Customers involved". (I'm not even sure what Customers involved includes).
Yes, we could do this with a ScriptRunner script, but I'm looking for something out of the box. Any ideas?
Hello Community! Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events