Notifying groups of agents on issue creation/updates/resolution

[Todd Thomas]

We have one large project for our entire IT department in JSM Server today. By using the "Bug Watcher" app, we ask IT staff to create filters for the things they want notifications about, and then watch that filter. Watching a filter will send them notifications when something matches that criteria. We primarily use the Component field, which is based on HR teams or IT services.

Bug Watcher isn't available in JSM Cloud, so we're exploring other ways of allowing IT staff to create their own filters to base their agent notifications on. Our organization is too big to individually assign or add people as Watchers, so we need a system that can take a ticket and assign it to a team that will then route it internally.

How are you handling notifying different teams of people in JSM Cloud?