Automation sending alert for new comment added

Hi

 

I am a bit of a noob with Jira.  Trying to set up an automation rule that when a ticket is on status Awaiting Feedback (internl or external), and we get a comment then I want it to alert the team on the service desk.

So generally these are the statusses when we waiting for our Devs to come back.

 

However, we also seem to be alerted of our own comments when we comment in the ticket.

 

Is there a way to just pickup the Devs or external comments and NOT our own support teams?

 

Jac

2 answers

1 accepted

Hi Jacques;

 

in automation rule; you can add an alert and send it  whoever  you want, user or group. There is already user to mention in there as below

Image 2.png

So, alert notification only is sent to mentioned user or group when adding a comment  on status Awaiting Feedback.

You can edit all comments of notificaiton in Notificaiton scheme, but you're no able to pickup on specific any status

e.g. 

in Notificaiton schema:  "Issue commented"--> selected DevTeam Group --> all comment notifications (it can be any status) will be sent to Your DevTeam.

in automation rule: created an alert rule and pickup your DevTeam in the users to mentioned part. Customer adds a comment when status is Awaiting Feedback. Alert notificaiton ONLY will be sent to Devteam, also comment notificaiton will be sent  Devteam as well. 

 

 Best regards

1 votes
Alexey Matveev Community Champion Nov 09, 2017

Hello, 

You can remove all recipients in the notification scheme for you project in the issue commented event. In this case you will get notifications only from you automation rule.

More about notification schemes you can read here

https://confluence.atlassian.com/adminjiraserver071/creating-a-notification-scheme-802592629.html

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,755 views 11 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot