Show a graphical Alert when new tickets get in a queue

[Adolfo Casari]

Is there any addon o javascript that can help the agent with a graphical alert when a new ticket is created in a queue?

As of Jira Service Desk 4.2.2 , the issue count for the queue get refreshed, but a graphical alarm would be desirable.

Thanks in advance,

[Earl McCutcheon]

Hi Adolfo,

There are a few different approaches you could take here, and some examples would be first and sounding like  it aligns the most with what you're looking for would be the add-on In-App & Desktop Notifications for Jira that triggers popups for new issues either in app or via a desktop popup.

Alternatively the following examples are some of the methods our internal support teams use to help manage the incoming requests. 

You can set up a workflow with a SLA on something like Issue created for the start event and issue assigned for the stop event and a very short timeframe then use the "SLA at Risk" and "SLA Breached" default queues or define a new custom queue to monitor the new issues being created, this helps the team see the new issues so they can take action on the issue and define an owner on that issue within a defined SLA window and start working the case.

Using the e-mail notification of jira you can set up filter "project = EXE AND created >= -1h" and save it, then click details, Subscriptions and add a new personal subscription or a group subscription to this filter, one that would run on an interval like every hour or every 15 min.  Then using your email client settings to set up a desktop popup notifications, Here is an EXE for Outlook, and here is one for gmail

You could even leverage filters and a dashboard using a gadget like the filter results gadget to populate a lit of issues that meet criteria that show they need to be addressed i.e. issues that are unassigned, or have a SLA that is not met, or sitting in a specific status.

You could also look into an integration between a chat application like Slack and Jira that sends notifications to a specific chat channel based on the location a new issue is created for additional visibility, using a chat application that integrates with Jira.

Regards,
Earl

[Adolfo Casari]

Thanks for your ideas, but what the agent would like to see is what I outlined in the image above.

[Earl McCutcheon]

Hi Adolfo,

Other than the alternate suggestions and the Add-on I mentioned previously, I am not finding anything that would do something similar.

However, we have the following feature requests tracking interest in a Read/Unread flagging feature for indicating issues that have not yet been viewed or have been updated that would align with the behavior you are looking for, there is one for Jira in general (JSWSERVER) and one for jira service desk specifically (JSDSERVER):

• https://jira.atlassian.com/browse/JSDSERVER-6323
• https://jira.atlassian.com/browse/JSWSERVER-20003

I have already added this thread to the requests as a private comment for additional review by the dev team, but if you have the time to do so I would recomend adding your feedback on this feature to the JSDSERVER request as your comment is about the queue directly, for additional review on your ideas surrounding this, and add in some additional visibility as covered in the Implementation of New Features Policy, also make sure to add a vote  both requests to help us track interest for prioritization efforts.

Regards,
Earl

[Adolfo Casari]

Thank you!