Hey everyone! I’m trying to configure our help desk system and running into some issues. We recently moved our on-call setup to Jira Service Management and I got the team schedules working fine. But now I’m stuck on something that should be simple.
I need to automatically notify whoever is on-call whenever a new support ticket gets created, especially during off-hours. The problem is that the automation rules I can see only work with alerts, not regular tickets. Since our end users just submit normal help desk requests through the portal, I can’t figure out how to bridge this gap.
Is there a way to automatically convert incoming tickets into alerts? Or maybe trigger the on-call notifications directly from ticket creation? I’ve been googling this for weeks but the documentation just sends me in circles. Any ideas would be really helpful!
you could try using a webhook to notify you when new tickets arrive. we setup ours with pagerduty for night shifts and it works great. just be ready for some custom scriptin to make it fit your needs!
Hit this same issue 6 months ago. Here’s what worked: use Smart Values in automation rules to pull notifications straight from your schedule data. Set up an automation rule with Issue Created trigger, then use Smart Values like {{issue.project.lead}} or custom fields for your on-call rotation. We created a custom field called “Current On-Call” that updates weekly, then referenced it with {{issue.customfield_xxxxx}}. No need to convert tickets to alerts - just grab whoever’s on-call and fire off an email or Slack notification. Takes some setup but runs itself after that. Just test it first - we accidentally spammed our entire team on the first try.
Had this exact problem last year when we rolled out JSM. Skip the ticket-to-alert conversion completely - it’s a pain. Instead, set up an automation rule that fires when tickets get created and use the “Send notification” action directly. Go to Project Settings > Automation, create a new rule with “Issue created” as your trigger. Add conditions to filter for your support ticket types and whatever time ranges you need. Then use “Send notification” for the action - you can send straight to your on-call rotation or use a webhook to hit your existing alerting system. Way more control over notifications this way.