How can I trigger an alarm when a customer creates request in JSM

[Waldemar Morański]

How can I create a rule that will trigger an alarm (an automated call to the user on-call) when a customer creates a request in Jira Software Management? My customer will create request  with predefined priority or in the given type and I want to be sure that   user who is currently "on call" to receive a phone call with information about a new request to which they need to respond as soon as possible

[Marc - Devoteam]

Hi @Waldemar Morański 

There is no automation action to call someone.

But my question is why, why is the on-call agent not watching the JSM queue, as the agent is on call.

You could make an automation to sent a message to a slack/teams channel on issue creation.

Just have a channel where all agents are in, so they can see if a new issue is raised.

[Waldemar Morański]

Hi @Marc - Devoteam 

thank you fot your comment. We work within the framework of on-call, but during the night duty we do not require the employee to check all night to see if something new has appeared only we want him to wake up the phone. Currently we are using Opsgenie for this purpose, but we want the whole process to take place only within JSM and therefore we are investigating whether it is even possible to do so

[Marc - Devoteam]

Hi @Waldemar Morański 

You can, this is based on the operations section. You can use twilio, just like that was used in OpsGenie.