Phone Notifications for Ticket raised

[Dan Allenby]

Hi All,

We are about to Onboard a new customer onto our Managed Service.  They have a worldwide presence and require 24x7 Service for all ticket priorities.

Our setup at the moment is to provide customers with a phone number for OOH issues, our call handlers take the call and pass through to our on-call engineer if the customer has 24x7 support.

As our new customer will be logging different priorities through our portal, is it possible for notifications to be sent via a phone call if a ticket was logged for a specific organisation outside of UK hours?

[Cassie the Jira Mechanic · Accepted solution]

A little out of the box but I actually played around with doing this but a little differently. I did email to phone call. 

1. I found a service provider for email to phone. I tested with the provider www.email2phone.net ( I have no affiliation with them. Just used them as a test case.)
I will say pretty cool service they offer cause you can add many numbers and choose which numbers are called! So if you have a few on call members you can set it up to call all until someone answers! 

After the call sends you can also see it logged.


2. I created my automation in Jira to send an email to my email to call address. 

3. Then that email to phone service called my number and read the email to me. 


You can also have it set up to leave a voice message.