Slack channel integration per each organization

[Yura Hayrapetyan]

Hi everyone!

Current situation: I have 1 JSM Project under which I have multiple organizations which are my clients. I have created separate security levels per each organization and they work fine. 

The problem: I want to integrate slack with jira but I want to have separate channels for each organization.

What I have done so far: I have created separate slack channels for my agents. Each agent is allocated to his own organization through security level + group. I have turned on the slack integration for each of these channels and added corresponding security level in "FOR ISSUES THAT MATCH THIS FILTER".

Current result: All agents receive the same notification in slack channels if any issue is created in the project, even if the agent does not have access to view the ticket still he receives a notification about that ticket's creation

Expected result: If a ticket was created from "create" button (low priority) or from the customer portal which belongs to a certain organization , only the agents that are under that organization should receive a slack notification

[Yura Hayrapetyan · Accepted solution]

enabling Webhooks + automation, mandatory to connect with each agent user ID+incoming webhook

[Joseph Chung Yin]

@Yura Hayrapetyan -

This seems to be a Slack issue, are all of the agents all shown as members of the same Slack channel?

If yes, then you cannot have all the agents included in the same Slack channel.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Yura Hayrapetyan]

hi @Joseph Chung Yin , thanks for your reply. In fact not all the agents are in the same slack channels. There are about 8 agents and 3 slack channels, the case is that in one slack channel there can be up to 3-4 agents included. If I understood your question correctly

[Joseph Chung Yin]

@Yura Hayrapetyan -

When there are multiple agents ("3-4 agents included in the same Slack channel"), unfortunately you will not be able to restrict which the notifications in the channel against a specific agent.

Best, Joseph

[Yura Hayrapetyan]

thanks for your reply @Joseph Chung Yin , is it possible to solve this with webhooks or any other solution?

[Joseph Chung Yin]

@Yura Hayrapetyan -

At this time, I am not aware of anything that can resolve your issue.  The only one will be limiting your agents to associate with each specific Slack channel or train your agents to ignore the notifications in Slack if it is not associated to he/she.

Sorry.  If my suggestions so far helped you, please click on Accept answer when you have a chance.

Best, Joseph

[Yura Hayrapetyan]

hi @Joseph Chung Yin thanks for your replies. I have solved this with webhooks and automation. Thanks, Yura