Hey everyone! I'm trying to set up an on-call rotation for our helpdesk and sysadmins using Jira Service Management. In the past, I used Opsgenie for on-call escalations, but since Atlassian is phasing that out, I want to ensure notifications go to the on-call person every time a new help desk ticket comes in, especially after hours. I can set up the team and schedule without a hitch, but I'm struggling to find a way to trigger notifications automatically when tickets are submitted. From what I see in the rule setup, it seems like only alerts can be automated. Users can't create alerts themselves, and I want to keep the ticket submission in one spot. How can I set up notifications for new helpdesk tickets? I've looked through Atlassian's support docs but didn't have much luck, and I'm hoping someone here can help me out!
2 Answers
Another option is to create an alert integration specifically for your on-call team. You can set up an automation rule that triggers on new tickets, which sends an email to that integration and voilà , you have your alerts with no need for extra plugins!
Using PagerDuty might be a better approach for this. It allows you to prioritize incoming tickets so that only critical ones page the on-call team after hours. You can set criteria, for instance, only Sev1 and Sev2 tickets trigger a page. Otherwise, you risk overloading the on-calls with every ticket that comes in, which is not ideal if there aren't many after-hours issues.
I get your point—sometimes users misclassify ticket priorities. Initially, I just want to catch all tickets that come in since I have very few after hours, mostly from folks working OT. Let's see how the notifications go first!