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?
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
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
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.
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
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