Can I use Automation in Service Desk to email PagerDuty?

[Alex Munk]

When my customers file support cases in Service Desk with priority = Highest, I want Service Desk to email my-service@me.pagerduty.com.

I assumed I could use the "Send email" option in the Automation feature, but it seems it will only email Jira users. See attached screenshot. Note that I can NOT type any email address into the text field. I can only choose Reporter or Customers involved. :(

What's the right way to trigger incidents in PagerDuty when customers file support cases in Service Desk?

[P_D_ Foerster]

Hi @Alex Munk,

to notify PagerDuty of certain Jira issues you now have multiple options:

1. Jira Webhooks
2. Jira app for PagerDuty

Jira Webhooks

Please refer to the following pages

• Jira Cloud platform Developer - Webhooks
• Administering Jira applications Support - Managing webhooks
• PagerDuty - JIRA Integration Guide (Legacy)

In the webhook configuration in Jira you then have to specify a filter and suitable events. In your case the filter would mostly be like

project = ABC

And the event you want to trigger the webhook to send data to PagerDuty would be Issue created. 

We use this type of integration in our Jira instance as well but we do have Jira server instead of Cloud ;)

Jira app for PagerDuty

This is the new type of integration. I haven't tested this myself yet.

PagerDuty - JIRA Cloud Extension Guide

Hope that helps!

Cheers,
Patrice

[Alex Munk]

I've looked into these options. Thank you for sending. Webhooks should be overkill for this task. I chatted with PagerDuty support again, and they suggested that I use the third link you sent to me.

PagerDuty - Jira Integration Guide (Legacy). Part way down there is a section called Email-based Integration Guide. This is where I went. The PagerDuty side is up to date, mostly. The Jira side is way out of date.

There seems to be no way to only send emails if the Issue created meets certain criteria:

Is there some final step that can allow me to trigger the Notification to the jira-pagerduty user only if my criterion are met, as noted in my original question?

In my original screenshot, do you know how to add an option to the To field's dropdown? At the moment it only gives Reporter and Customers involved.

The other option I see is to choose Alert User:

The challenge here is that I cannot verify the PagerDuty user, so the user does not come up as an option to Alert. Do you know how to verify the user so that I can choose to notify that user as the action of the Automation?

[P_D_ Foerster]

Hi @Alex Munk,

Is there some final step that can allow me to trigger the Notification to the jira-pagerduty user only if my criterion are met, as noted in my original question?

to be honest I have no deep knowledge of Jira Service Desk yet. My team mates just started evaluating.
Regarding notification schemes out of the box there is no way to send a notification only if your criteria matches. 

In case you have the Jira Misc Workflow Extension plugin installed I suggest you test the Email issue post-function. There you can specify with Groovy Script your conditions of sending a notification.

I assume that this can also be done with the ScriptRunner or Email This Issue plugins mentioned in this question.

In my original screenshot, do you know how to add an option to the To field's dropdown?

Unfortunately, I don't know.

Do you know how to verify the user so that I can choose to notify that user as the action of the Automation?

If this is a user you created and you access to the email account, check the inbox. I assume that Jira sent an email to verify the email address for that user. After that is done you should be able to select that user.

Regards,
Patrice

[Umar Ahmed]

Any luck with this? i am having the same issue

Regards

Umar