How to notify a group of members when a ticket is assigned to their queue

[Swaroop Kumar]

Hi Team,

Use Case: I have created multiple queues within my Jira SM project, so that tickets are routed to specific people based on the categories selected in the request form.

I'd like the members in one of the queues to be notified when a ticket is assigned to their queue. I created a group but that doesn't populate under "Request participant". 

Please help!

[John Funk · Accepted solution]

Hi Swaroop,

I assume your Queue is based on a JQL query. You should be able to create an automation rule base on that query that can then be used to email a group. 

[Swaroop Kumar]

Hi @John Funk 

I created a queue and filtered it by the people that have to be part of the group. In the below automation rule, the second component i've selected is one of the categories created in the form. However, after I submit a ticket there is no notification that is sent to the individuals.

Also, I've tried the include group but that did not work either. 

[John Funk]

So what does the Audit Log say? Is the Condition being met? 

[Swaroop Kumar]

actually, this works in a live project but not in a test project that I setup. I'm all set. 

Thanks John!

[John Funk]

Great! Glad it is working.