I'm interested in creating specific notification schemes for certain JIRA Service Desk Agents. Currently, we use the Default Schema so all tickets created notify all Service Desk Agents.
Can I create multiple Service Desk Agents groups? (Group A and Group B)
So that Group A only gets notifications of Tickets pertaining to Group A? and vice versa
Can I set notification schemes for a Service Desk Agent Group that only pertain to specific Customers or Label ?
Yes you can create multiple agent groups, then setup multiple service desk projects and assign the Agent role in the project to each corresponding, and separate group.
Then even with the same notification scheme, the system will notify a different set of people based on the membership in the corresponding group.
To group the customers into sets, then use the Organization feature. you can then use the organization value in the JQL of an automation rule for example.
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