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Suggestion
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Resolution: Unresolved
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16
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6
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Problem Definition
When we're configuring the customers notifications, there's no option to customize it according to request types. For instance, I'd like the notification regarding issue created to be sent for the request types X and Y, but not for Z.
Suggest Solution
Add the ability to do so.
Workaround
Use the automation rules from Service Desk for certain events such as:
When: Issue Created
If: Issue matches -> "Customer Request Type" = X
Then: Send email
- was cloned as
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- Gathering Interest
- links to
[JSDSERVER-5624] Customize notifications per Request Type
Our use case:
only specific requests which have approval process should notify the approvers
for example request type X has approval process in it and we want to notify the approvers (customer notification)
and request type Y also has approval process,but it should not notify the approvers
My need:
Notify (email) specific approvers (members of a Role) based on the Request Type of the issue raised.
My example. We have a JSD project that handles purchase requests for a large department with multiple divisions. Each division has its own request type. When someone raises a request from a specific division, we need to notify that division's budget area Approver to review the request.
Constraints. We cannot give every requester a list of all the approvers in the department. Employees may not know their budget area approver. They may confuse their budget area approver with their direct supervisor. Critical: we need to notify a Role, not an individual, for two reasons. A) we want to notify a primary approver and back-up approvers at the same time, in case someone is out of the office. B) Jira project leads can edit Roles as people change their employment status. We don't want to force changes to be made by a Jira admin. The project lead is closer to the department, may even be a department member, and will be more aware of employment changes that the Jira admins.
I want to take this a little further. The system should allow the content for each request type to be independently configurable.
So what the notification for request type X is can be different from request type y and both of those are different from request type Z content.
In the environment where more than one IT team is a resident of a single IT Service Desk, this is a key feature.
Scenario, all IT Teams are in one HelpDesk
- Desktop Support
- DBA
- SysAdmins
- InfoSec
- Networking
When the ticket arrives to the queue of a specific team, we need to be able to notify the team of agents that owns the specific queue
+1 this should be standard functaionality please.