Email channeled with group assignee.

[ManuMR]

Hi,

We have have email channeled Jira project. We need to implement group assignee.

If the subject line is S&S QA, AdTech QA, Live nation QA. It should notify only to dedicated QA group. How can we achieve this can you please suggest this. 

[Walter Buggenhout]

Hi @ManuMR,

The most common approach would be to build separate queues per QA Group. All it takes, basically, is that you create a queue for each team and specify the queue's filter based on a JQL similar to this:

Summary ~ "S&S" OR text ~ "S&S"

 and do the same for the other teams. Each team will then have the ability to work from their own queue in the agent interface.

Keep in mind that you will never be able to control what people type in their email subject or in the body of their messages. So be prepared to miss quite a few messages that don't fit the expected criteria.

Hope this helps!

[ManuMR]

Hi @Walter Buggenhout 

Yes, we can filter queues accordingly. My concern user of the of the project should not get any notification for all issue they should get notification for dedicated tickets

Eg:- If I say QA S&S it should notify only for QA S&S  group members 

Can we archive this kind of grouping or is there any automation need to implement to archive this 

[Walter Buggenhout]

If your users are all agents and all manage tickets in the same queues, dial down on the number of notifications your notification scheme is sending.

If you create a habit for teams to work in queues rather from their inbox, you can be much more restrictive in what emails you are sending out. e.g. only send emails to the assignee of a ticket when the status changes.

If you really want to take full control, you can disable notifications from the notification scheme entirely and use automation instead to send email notifications. In that case, you can use the same JQL filters to determine which emails should go to the appropriate teams (when issue created / if JQL condition to select a certain group of tickets / Then send email to appropriate team)

[ManuMR]

Hi @Walter Buggenhout Thanks for the update will this with an test project and will update if there any further assistance is required.