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Add notification rules

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

You set a notification rule when you want to control how you're notified either based on the content of an alert or the time of the day. You can also update the rules with a series of options - turn them off/on, apply time restrictions, or edit the contact details/order.

Configure conditions, time constraints, and notification steps for an event for each notification action type. Following are a few types of events in Jira Service Management that you can set up personal notifications for:

  • New alert: An alert is created for which you're a recipient. Any contact method you add automatically reflects in this rule type by default.

  • Acknowledged alert: Another member on the team has acknowledged an alert.

  • Closed alert: Another member on the team has closed an alert.

  • Assigned alert: You were assigned as the owner of an alert by another member.

  • Note added: Another member added a note to an alert.

  • Schedule start: Your on-call rotation is about to start.

  • Schedule end: Your on-call rotation is about to end.

You can add as many notification rules as desired for each event.

Customising notification rules isn’t possible in the Free or Essentials plans for Jira Service Management. You can configure only one rule per event (such as new alert, schedule start, and so on).

To add a notification rule, complete the following steps:

  1. Select the plus (icon) icon along the event name card.

  2. Select an event from the Rule type dropdown.

  3. Enter a title for the rule in Rule title.

  4. In the Notify me section, select one of the three options:

    1. All the alerts (no conditions in use): No conditions are set. The notification rule is applied to all the alerts.

    2. Only alerts that match any condition: The rule is applied to only those alerts that match any of the conditions you set.

    3. Only alerts that match all the conditions: The rule is applied to only those alerts that match ALL the conditions you set. If the matching fails even for one condition, those alerts are excluded.

If option (b) or (c) is selected, you need to specify a set of conditions. Select + Add condition to add more conditions or the cross sign to remove them. Every condition you add comprises the following elements:

  • The alert parameter that needs to be evaluated and its key (if applicable)

  • The clause of 'Is' or 'Is Not'

  • The functional operation that the parameter is expected to comply (changes according to the type of the variable)

  • The value of the parameter selected

The changes you make are applied only after you save them and the rules work only after you turn them on. You can also drag and drop any rule to change the order.

It’s important to pay attention to the order of the notification rules within the same event type. If you’ve added multiple rules for a given notification event, only the first notification rule whose conditions and time constraints (if any) perfectly match is applied. The rest of the rules that follow it are ignored.

Specify the contact methods to use for every notification rule in the Via section. For the “New alert” type, you can also receive repeated reminders for the event by selecting Get repeated notifications for this rule and specifying a duration with a maximum of 10 times (as long as the details of the alert in question aren't opened).

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