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Suggestion
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Resolution: Unresolved
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None
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27
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? 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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Currently Automation has an action to send email, and it supports email addresses, user/group fields, groups and smart values (which are expected to contain email addresses) but does not yet support project roles.
This request is to add support for project roles in this automation action.
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- Gathering Interest
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- Closed
[JSDCLOUD-12357] More ways to work with user fields, e.g. to notify Groups or Project Roles in Service Desk Automation
+1 here. I actually expected this to be a working feature within service management projects. We also have multiple user groups working in the same service management project that need to be alerted on certain events. This would be very helpful...
+1 here. Also a paying customer here... We have people come and go and would like to notify a group instead of manually updating all automation rules, so that we just need to maintain the groups
+1 here, this has been open for five years with a basic thing that should have been in the original feature specification. Atlassian ignores paying customers as usual, thanks for nothing.
+1 here. Managing changes in users by Group/Team is more effective than updating the Automation Rules with individual names each time a team member joins or leaves.
The Automation rule also confirms enter details of user or teams, but you're unable to add a team/group.
+1 here. We plan on using the service desk for multiple departments w/ agents within one service desk project (for ease of use for the end users) and it would be much easier to maintain if automation could be configured once, and then managed with user group assignments on the users screen, rather than continually update automation rules each time an agent leaves, joins, or moves to a different team. Groups (aka roles) are already used in issue security schemes, screen schemes, so why not notification automation?
+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.
+1