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Set up role-based notifications


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.

Role-based notifications (RBN, in short) let you set up shared alert notifications targeting a specific member role and manage them all in one place. When you send an alert or a schedule notification, Jira Service Management sticks to the rules you've defined in the role-based notifications setup. If there is no role-based notification set up for a member role, then their own notification rules (defined at a personal level) take effect instead.

"Role-based notifications" is the new name for what was formerly known as the Central Notification Template (CNT) in Opsgenie.

How it works for member roles

You're free to define as many role-based notification setups as needed.

Each member role can only be mapped one role-based notification. That is, there can only be one role-based notification setup for each member role. When an existing RBN is mapped to non-admin roles, it’s not possible set up another RBN for custom roles since custom roles already fall under the non-admin category.

Team members whose roles have a role-based notification setup cannot modify the rules enforced on them through the setup. However, they can still edit their contact methods.

Set up a role-based notification

Only Jira administrators can set up role-based notifications.

The rules for role-based notifications generally follow the same classifications and principles as those in the personal user settings. In role-based notifications however, restricting the Schedule Start and Schedule End notification events to specific schedules isn’t possible.

To set up a role-based notification, complete the following steps:

  1. In your Jira dashboard, go to Settings > Products.

  2. Scroll to the Operations section and select Role-based notifications from the sidebar.
    You’ll be able to view the already set up role-based notifications, if available.

  3. Select Set up role-based notification.

  4. Enter a name for the role-based notification and optionally, a description.

  5. Select the member roles to which this notification should apply.

    • Admin: Roles with admin permissions

    • Non-admin: Roles with no admin permissions

    • Custom: Roles created in teams that manage operations
      You can edit these settings at a later time too.

  6. Select Email targeted members when this role-based notification is turned on if you want to inform the team members of this setup.

  7. Select Continue.
    On the resulting page, check out the default notification rules. They're already set up for each type of notification in the role-based notification you put together. The role-based notification is turned off by default.

  8. Select a contact method and set up an order of contact methods in which the notifications should be delivered. While sending a notification, Jira Service Management matches the appropriate contact that’s within the role-based notification rule.

  9. Complete the rest of the configuration as needed.

  10. Select Turn on to turn on the role-based notification.

While a role-based notification is sent to a selected member role, the following applies:

  • If a member that holds the affected role doesn’t have an activated contact for the method set up in the role-based notification, the notification isn’t sent. However, the member is notified on their own personal notifications page of the missing contact.

  • If the member has two contacts (primary and secondary) for a method set up in the role-based notification and it’s first in the contact order, then the first of the two contacts is used.

  • If the member has two contacts (primary and secondary) for a method set up in the role-based notification and it’s second in the contact order, then the second of the two contacts is used.

  • If the user has only one contact for a method set up in the role-based notification but it’s second in the contact order, then the only existing contact is used while sending notifications instead of skipping.

As soon as you turn on the role-based notifications, any member that matches up will start receiving notifications based on the rules you've set up.

View role-based notifications

As an affected member of a role-based notification, you can view its setup in your alert settings. You cannot edit or delete existing rules or add new rules.

  • If you don’t have an activated contact for the contact method set up in a role-based notification, a warning is displayed in the Contact methods section of your page.

  • If a rule in a role-based notification can't be applied to you because of a missing/deactivated contact, an error will be displayed accordingly.

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