sending alert/notificatoin to on-call tech

[Marc Tseu]

I have an automation that changes the priority based on a custom field when the ticket is created.   The default priority is Highest or P1 for this project.

For the Team On-Call settings, I have a Sync job set up that will alert the on-cell tech if a ticket comes in that is P1.

This works OK, however, if the priority automation has to change the default priority to something other than P1, the Sync job still triggers anyway since the ticket was initially a P1 at the second it was created.  

I think the solution to this issue is to add a component to the automation workflow that will alert the on-call tech.  However, I can't figure out how to do that if it is even possible.

The other solution is to somehow have the Sync feature not trigger right away and to wait for the automation to finish.  I just don't know. 

[Marc Tseu]

I think I answered my question.  I changed the default priority to medium (P3).  This way if the automation changes the priority to highest then it will trigger the on-call alert.  I changed the sync to monitor the issue_updated event type and to check for Priority = P1.  If this is true it sends the alert.