Filter subscription generates items in mail queue

[Oana Calcan]

Step1: create more filters

Step 2: subscribe groups of users to the filters

Step 3: Test Mail queue

Result: a lot if items are generated even for the users that have no emails to receive (the conditions of the filter returns nothing)

Expected result: in mail queue should be generated only items that are mails to be sent

[Ignacio Pulgar]

Hi Oana,

That's the expected behaviour, as filter subscriptions' JQL queries are internally executed once per each subscribed user, so that it returns the issue results that they would have obtained by executing the same JQL query individually in the Issue Navigator.

Processing the query on a per user basis is needed in order to send to every user results relevant to them, or that they have permissions to see.

Note that the subscription can be set to send a notification even if the query has not returned any issues for a given user. Such an option might be important in some cases as a confirmation that the query was executed, but there are no issues returned by them, which can be useful in some critical cases. However, that option is not the default one.

That said, the recommended approach to go in this case, would be narrowing the group of subscribed users, even by creating a new group just for the purpose of this subscription.

Hope it helps.

[Oana Calcan]

We've narrowed down the results ...creating a condition, but we need to apply different filters for different user groups(Reminders)

Do you have a solution for sending daily  Reminder for all reporters( about 5000 users in group) and SLA reminders(every 15 minutes) with issues that come close to a deadline for other groups  (about 20 groups of 20-50 users)

[Ignacio Pulgar]

Do all those 5000 users have a Service Desk license?

Otherwise they won't be able to get results about SLAs...

[Oana Calcan]

The filter is based on the field SLA, but users can be either customers or agents.

It was just an example of what we need. The necessity is to send reminders, and, as you see the filter is working OK, just that the mail queue is getting stuck on a lot of junk issues that are not emails to be sent

[Ignacio Pulgar]

Well, as long as it works, you may continue using it in the meantime, until you find a better alternative, as executing thousands of queries because of filter subscriptions every 15 minutes doesn't seem to be the most efficient way to go here.

Service Desk counts with Automation Rules which can be set to add an internal comment based on the remaining time, therefore sending a notification to the relevant Agent(s).

Another complementary way to keep track of SLAs would be creating a dashboard or queue ordered by SLA remaining time.

Hope it helps.