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How to get message on my mobile phone when a someone raised a ticket on helpdesk

How to get message on my mobile phone when a someone raised a ticket on helpdesk?

2 answers

0 votes
Nick H Atlassian Team Jul 14, 2021

Hi @yosser_mahfoudh ,

I'd assume when someone raises a ticket in helpdesk, this creates an Opsgenie alert.

You can be added as a responder to these alerts, and configure your New Alert notification rule to notify you via our mobile app (or through other methods):

https://support.atlassian.com/opsgenie/docs/create-and-manage-notification-preferences/

^ There are links in this doc to download our mobile app for iOS and Android.

Hope this helps. Let us know if you have any other questions, issues, etc.

i need to get a notification via SMS meaning without downloading the application

how the opsgenie will create an alert when a ticket is raised ? how this happen or when i ccreate an alert in opsgenie i can't put when you should be launched (the action ) 

Nick H Atlassian Team Jul 14, 2021

SMS is also another method we can notify users: https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/

If your helpdesk is integrated with Opsgenie, it can create alerts - which are used to notify users (via SMS, push, voice, email).

What is the name of your helpdesk, or what system are you using today?

we use jira service management.

Nick H Atlassian Team Jul 14, 2021

JSM is one of our prebuilt integrations: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/

You can configure JSM with Opsgenie - so when a JSM issue is created, that creates an Opsgenie alert - and the Opsgenie alert notifies you (+ other users).

I'd suggest reviewing that documentation and trying to configure this within your Opsgenie. Then let us know if you have any other questions, issues, etc.

in the link you sent, there is no steps that can help me to integrate Jira to Osgenie. 

and how i should configure it when someone raised a ticket i receive an SMS

Nick H Atlassian Team Jul 14, 2021

Yes, there are. The steps can be found in the middle of the same page here: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/#Configuration-in-Jira-Service-Management

^ Follow these steps to get JSM issues to create Opsgenie alerts.

You first need to add an integration on the Opsgenie side though, and use the webhook from the integration on the JSM side: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/#Adding-Jira-Service-Management-Integration-in-Opsgenie

 

It's typically best practice to configure integrations under an Opsgenie team. When an alert is sent to a team, the alert will flow through the team's On-call tab, notifying users through the team's routing rules, escalations, and call schedules: https://support.atlassian.com/opsgenie/docs/configure-a-team-dashboard/

Regardless of how the team's On-call tab is configured, you (or other users) would need to be in the notification flow / sent the alert. When an alert is received by a user, it notifies them through their New Alert notification rule - which can be configured under a user's Notifications tab: https://support.atlassian.com/opsgenie/docs/how-to-get-your-first-alert-notification/#Configure-your-notification-settings

smscomm1.jpg

 

So sending alerts to a team manages WHICH users are notified. When an alert is sent to a user, the user's notification rules manage HOW they are notified.

 

I'd suggest watching this video to get a better understanding of Opsgenie: https://www.youtube.com/watch?v=pyM2dROKn6g&t=5s

what i didn't understand is how an alert in opsgenie is created when a client raised a ticket on HD.

in the opsegenie there is Alert tab , then when you enter there , there is a button "create alert" . how can i link between the ticket that is raised by a client and the alert that i created.

Nick H Atlassian Team Jul 14, 2021

That Create Alert button is for manually creating Opsgenie alerts, and different than the use-case you have described; JSM issues creating Opsgenie alerts.

You need to follow both parts of our documentation to have JSM issues create Opsgenie alerts.

Opsgenie configuration Steps 1-4

Add a JSM integration from under a team's Integrations tab. Save the integration, and copy the webhook link:

jsm1.jpg

 

JSM configuration Steps 1-4

Add a webhook in JSM (under Settings >> System >> Webhooks), and paste the URL from the integration (above) into the the URL field:

jsm2.jpg

get this pop when i tried to customise my template email.

Why?

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