Sending Notifications for Unassigned Tickets

[Mark Waldick]

Hello everyone!

I'm a fairly new user to Jira. The company I work for recently started using it for our ticket system so we can assist employees with product questions for customers or some other type of request. The current workflow issue we are running into is that our previous ticket system would auto-assign and notify folks when a ticket was created. The auto-assign system was based on a ranked skill system across different categories, and would auto-assign to whoever was the highest skill rank and was clocked in.

Unfortunately, to my understanding, Jira is unable to integrate the system we use for employee clock-ins. However, I wondered if there is a way so that at the very least, certain team members can be notified when a ticket has been submitted in a category they manage.

The current workflow I've adopted is a dashboard that is constantly refreshing to show unassigned tickets, but because of other programs and things in general I need to look at on my computer, I don't always catch new tickets as fast as I could. I do have the Jira app for Teams and get notified for updates quickly that way, but I wondered if the same could possibly be done for unassigned tickets.

I appreciate any tips and insight, thanks!

[Kurt Klinner · Accepted solution]

Hello @Mark Waldick 

first of all welcome to the Atlassian community.

One option that you could think of is to create a subscription for a filter that list the unassigned tickets you are looking for.

https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-3-of-4 describes quite well the required steps.

Let me know if that helps

Cheers

Kurt

[Mark Waldick]

Hey Kurt!

Thank you for the suggestion. I'm now working on getting one setup for our team to use, thanks!

[Martin Flury]

Hi Mark

I'd also suggest going for a filter subscription, as Kurt mentioned too.

Included, simple to use and no additional add-on needed.

Set up a filter for the issues you are looking for, safe the filter and subscribe to the filter.
The shortest intervals for the filter is "every 15 min" with a start and end date per day.

[Tomislav Tobijas _Koios_]

Hi Mark,

Regarding the notifications, I can say that we're using native Slack integration where we have one Slack channel called service-desk where we receive notifications about created tickets from all projects (or at least most of them).

Now, regarding Teams, whether you're using Jira Software or Jira Service Management, you could use Automation for Jira for that (note that this example is for cloud platform; not sure if Data Center supports it). Simply create a rule that would send a notification to a Teams channel for example whenever new issue is created within a specific project(s).

You could play with automation a bit and not necessarily send a notification for each newly created issue but use Scheduled trigger instead that runs every couple of minutes with a combination of JQL search (e.g., assignee is EMPTY query)

This is just one example - if you're using JSM, you could take a look at Opsgenie & JSM integration to check which agent is currently on-call and do something with that, but that might be an overkill.

There are more solutions than just presented, but they depend on how and when you want to get notified about those issues. Nevertheless, automation is usually your best bet when it comes to this stuff.

[Mark Waldick]

Hey Tomislav!

Thank you for this suggestion. For now, we'll most likely be using the subscription that Kurt suggested since it was the quickest and easiest to setup. However, I will be looking into this method as well to see if it may work better in our team's workflow. Thanks!

[Kateryna_v_SaaSJet_]

Hi @Mark Waldick 

Read the article about the possible settings of notifications - Configure SLA alerts using automation rules, filter subscriptions, or the Jira SLA plugin.
There are three options for setting it up: using automation, by subscription to the issue filter, and using the SLA Time and Report application for Jira Cloud (which my team developed).

All options are relevant, and the app has a 30-day trial, so try whichever one suits you best.