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Suggestion
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Resolution: Unresolved
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None
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2
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9
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
When configuring service desk automation I would like the ability to select a group instead of an individual user when using the Alert User THEN statements.
Currently you can add multiple users but not a particular group when using THEN statements
Example:
Client needs help with a payroll issue. They file a Payroll Help ticket using one of the many forms linked to that Issue Type. That issue type is linked to a special workflow my desk is using that fires off a "Payroll Help Event Created" event for listeners to consume. Then using the notifications settings, I have the Payroll Help SD Team project role get notified whenever that event is fired.
I have this happening for about 4-5 different issue types for different aspects of the company (we do this one-desk solution so that our non-technical users aren't turned off using the system by having to go to multiple desks). I noticed the new automation feature allows you to send notifications based on issue type, but it's only on a per-user basis. I could conceivably add multiple users, condense my workflows and switch to using the automation feature while managing the user notifications on a per-user basis, but I prefer having the ability to manage all of my users via JIRA groups and/or project roles, as single-user management gets incredibly messy and hard to keep track of. So what I'd really love is for the @user functionality for automation to be expanded to Project Role or JIRA group. Project role would be preferred.
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[JSDSERVER-2121] Notify Groups in Service Desk Automation
It would be nice that you can use the Organization you put customers in to also notify as a group in the notification scheme in Classic projects. There has to be something we can do without building automation extra groups extra. Its tiring to have to come up with and maintain our own way of doing this without an out of the box solution.
This would extremely helpful. Every time we add or remove a team member, we have to run through all our projects automation rules to adjust who the notifications are sent to, instead of just adding the user to a group.
Atlassian's philosophy is built around teams. Can issues like this that point to teams instead of individual people get some attention? In large organizations, people constantly change. We need the ability to point to a group instead of a person and this is one area that needs to be improved.
+1 now we have to manual maintain the alerts, while all could go in 1 go by updating groups.
I agree, the maintenance involved in alerting users vs groups is a big problem. Not sure why this would be restricted to just users.
Hi,
not being able to mention groups in alerts is a big operational headache. We can change users group ownership to change their permissions on different JSD projects, but are now obliged to reflect these changes by hand in the user lists in the alerts.
That's will be nice