Automation of escalation alert on incident being logged at highest priority
Asked by Ron Moses:

We are a small organization and are just now getting going with JSM. We really like the application but have a need for alerting our personnel when a customer logs an issue with the highest priority. When I look at the Automation section in the Project, there is a template of when an issue is created to send an e-mail. That flow looks like this:

Issue Created -\> Response Type Equals -\> Send email

What I am wanting to do is as follows:

Issue Created -\> Response Type Equals -\> Priority Equals -\> Send alert/email

Has someone done anything like that you can share?


Answers:
author: Bhanu
body: Hi [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119)

You can use the following:

![automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/343078iB44B5E2DA911AED2/image-size/large?v=v2&px=999 "automation.png")

comments: author: Ron Moses
body: Sorry for the delay, but I have been attempting to create a rule like above and am getting errors in the Audit Log related to an invalid JQL statement. I ended up setting it up with two "Issue fields condition" instead of an "Issue matches JQL" in order to get it to work. It is now sending an e-mail, but my preference would be to send out a Notification in Jira Service Management. The Notification Actions I see available are to send an email, a MS Teams message, a Twilio notification and AWS, Slack, and web requests. Is there a way to create a Jira Service Management notification as an action?

Thanks for your help!


author: Dave Liao
body: [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119) - hi Ron! I see you wrote
> Is there a way to create a Jira Service Management notification as an action?

What kind of JSM notification would you imagine getting?

Most of the customers I help will send emails and/or Slack/Teams notifications to their teams when things happen that they should pay attention to.


author: Ron Moses
body: We ended up turning on Microsoft Teams integration that gave us the notifications we were looking for. Thanks!


author: Josh Costella
body: Hi [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119)

Give this documentation a look and see if this will help: <https://support.atlassian.com/jira-service-management-cloud/docs/create-an-automation-rule-to-prioritize-your-service-desks-incident/>

Also, I'm not sure if you've checked out the Alerts section yet but that can also help: <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-alert-notifications/>

comments: author: Ron Moses
body: Thanks for the links above. The first one doesn't help me in this situation but is good to know. On the second one, it is referencing OpsGenie, which I have not used and have not figured out how I need to be using.

I have now been successful in setting up automation to send an e-mail when a Critical incident is created, but would rather send out a Jira Service Management Notification that I can control the notification settings on my phone with to be able to uniquely identify the notification received. Do you know if there is a way to send a notification action through Jira Service Management instead of an e-mail?


author: Christopher Yen
body: Hi [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119) I noticed you're mentioning a notification through JSM, something you can try in addition to email is making sure you have the right group of watchers added to a critical incident and then adding a comment on the incident record via automation which should generate a notification through JSM.

comments: author: Ron Moses
body: Thanks for the suggestion. We did automate the addition of watchers and turned on Microsoft Teams integration, which ended up giving us what we were looking for regarding notifications.


Tags: cloud

jira-service-management

jira-service-management-cloud