Configuring a post function to fire the custom event

[Bob Whitty]

I followed the documentation in https://confluence.atlassian.com/adminjiracloud/adding-a-custom-event-776636672.html in an attempt to send an email for our 'Emergency' Issue Type. 

The problem is that the custom event I created does not show up in the list of post functions when I try to add a new post function to the workflow. Nor do I see any kind of 'generic' option that would allow me to specify the new event.

Not real sure where I've gone off into the weeds on this.......

Anybody else having this issue with the cloud version?

Thanks,

Bob

[Petter Gonçalves]

Hello Bob,

The post function to properly trigger a custom event would be the "Fire a Generic Event event that can be processed by the listeners", which is added by default in most of the workflows of JIRA, so you just need to edit it.

This would be the steps:

1. Select the Jira icon (, , , or ) > Jira settings > Issues.

2. Click Workflows and then Edit next to the relevant workflow.
3. Select a workflow transition and click Post Functions.
4. Find the post function "Fire a Generic Event event that can be processed by the listeners" and click on the pencil icon to properly edit it:
5. Select in the drop-down the custom event you would like to trigger
6. Save the workflow draft

For more details, you can check the documentation below:

- Configure a custom event notification for a specific JIRA workflow transition or status

Let me know if you still have any questions.

[Bob Whitty]

Guys - this is SO close I can taste it. I was reading the Notifications Scheme link and stumbled over this:

Single email address

Any email address that you wish to alert. A single email address notification will only be sent if the issue is publicly viewable (as the email address of a non-Jira user could be specified, in which case a security check is not possible). Publicly viewable issues are issues which have a Permission scheme that gives the 'Browse Projects' permission to 'Anyone' (any non-logged-in users). The text template is used for notifications to a single email address.

The Emergency event is properly associated with my JSD project via the Notification Scheme. The single user email address is associated to the event. The only piece I seem to be missing is the 'Browse Projects' permission listed above and I'm not quite sure where or how to specify that.

The Customer permissions are set as follows:

Project settings

Customer permissions

Who can access the portal and send requests to Simple Ticket?

Customers my team adds to the project

Anyone can send a request via the portal or HelpDesk@MyCompany.com

What am I missing here?

Thanks Again,

Bob

[Thomas Deiler]

Dear @Bob Whitty ,

I just created a new custom event with template "Generic" (Admin>System>Events) and added this as a post function to a test workflow (Admin>Issues>Workflow>Transition:

It worked like a charm. Can you describe what steps you exactly did, so that I can help?

So long

Thomas

[Bob Whitty]

Hi Thomas - Thanks for responding!

What I'm trying to achieve is an Emergency notification whenever we get a JSD ticket of issue type emergency.

From the top:

I created a copy of the JSD Default template to use for this single instance.

I created an issue type Emergency

I created a custom event for this ticket type

And I created a Notification scheme for the ticket/issue type and associated it to the custom event.

When I tried to add this function to the workflow, it failed to show up in the post function selections.

Please bear with me - this has kind of fallen in my alp and I've graduated from Jira user to Site Admin overnight. So I'm fumbling along as best I can.

Regards,

Bob

[Thomas Deiler]

Dear @Bob Whitty ,

I am a bit struggling. Your link in the post points to a cloud how-to. Petter's is pointing to a server related. What do you use?

BtW: the mapping of an Event to an Issue Type is indirect: An Issue Type is associated to one Workflow, a workflow transition is associated with one Event, one Event triggers Notification(s).

So long

Thomas

[Petter Gonçalves]

Hello @Thomas Deiler,

First of all, thank you for jumping into this.

Just to clarify and make sure we are on the same page:

Although my link is pointed to JIRA Server app, it also applies to JIRA Cloud Application. I tested it myself and confirmed that the instructions provided will have the same behavior to JIRA Cloud Application.

That been said, I believe that's the correct way to trigger custom event listeners directly from workflow transitions, at least it has worked in the last version of Cloud application.

Can you confirm if those steps have worked for you, @Bob Whitty?

[Bob Whitty]

Good Morning Petter  - 

I'm using the cloud version. I haven't had even a moment to look at it since I put up the post but I will be going over both yours and Thomas' response in detail by week's end (hopefully).

Please know I appreciate both of you chiming in to help the new kid on the block!

Take Care,

Bob

[Bob Whitty]

Hi Petter - 

My priorities got changed again during stand-up so I'm back on this.

I modified the post function within my workflow and added Emergency Event to the Issue Created transition (using your instructions). Published everything and took it for a test drive. No glory here - I received the generic response (We've received your request) but no broadcast email to any of the members under the email address.

Went back to Jira and checked the Event, it seems to be configured correctly and is tied to Issue Created within the workflow via the transition.

Any other thoughts?

Thank You,

Bob

[Bob Whitty]

Petter - 

Do I need to create and/or configure a listener for this event? Is that even possible?

TY,

Bob

[Thomas Deiler]

Dear @Bob Whitty ,

so how you described, it seems, that the events show up in the post functions, right? The problem currently seems to be that none received emails, right?

Is it possible, that you notification scheme does not "handle" this new event? Have a look at this article to double check.

So long

Thomas

[Bob Whitty]

Good Morning Thomas - 

Yes, the event I created shows up in the post functions and I have selected it. You are correct, the Emergency email event did not appear to fire since none of us got the notification. I have an Emergency Notification scheme that contains the Emergency Event and it clearly specifies the email address we've created for these types of tickets.

Give me a bit to go back over the link you sent. I'm being bombarded with requests this morning.

Kind Regards & Thank You,

Bob

[Petter Gonçalves]

Hello Bob,

Additionally to Thomas suggestion, also check the following:

- Are the notifications arriving for other events in your Notification Scheme?

- Can you check if it is not arriving in the Spam folder of the users?

- Are the e-mail addresses in the notification scheme valid JIRA users? JIRA notifications can only be sent for licensed users in JIRA

- Make sure the users you added in the notification scheme can properly access the issues (in Jira UI) they should be notified from.

- The users that must be notified are using a public e-mail domain (Gmail, Hotmail, etc) or a professional domain? Make sure the Atlassian outbound addresses are properly whitelisted in their e-mail servers:

Atlassian Cloud IP ranges and domains

[Bob Whitty]

Good Morning Petter!

You asked:

- Are the notifications arriving for other events in your Notification Scheme?

This notification Scheme contains one event - Emergency

- Can you check if it is not arriving in the Spam folder of the users?

Mail is not arriving in spam folders but our Sysadmin had a thought and he's rebuilding the account. So I will test again and keep you kind Gentlemen posted. UPDATE: the group function is working correctly for email sent to HelpTicket@MyCompany.com

- Are the e-mail addresses in the notification scheme valid JIRA users? JIRA notifications can only be sent for licensed users in JIRA

No. The option I chose was to notify a single email address (which is actually an email group): e.g. HelpTicket@MyCompany.com

- Make sure the users you added in the notification scheme can properly access the issues (in Jira UI) they should be notified from.

Notifications Schemes are becoming problematic for me and I suspect I'm my own worst enemy! My project uses the Emergency Notification scheme and the Default Service Desk scheme (non-emergencies). I DID add the single email address above as a user within Jira. I also just went through an exercise where Jira decided to migrate all tasks within the project over to the Emergency Notification scheme which removed all standard support requests, etc. to Emergency. Not. Good.

- The users that must be notified are using a public e-mail domain (Gmail, Hotmail, etc) or a professional domain? Make sure the Atlassian outbound addresses are properly whitelisted in their e-mail servers:

Professional domain '@MyCompany.com' - Atlassian outbound addresses? I was assuming that this notification would come from the single user email address I referenced above. Yeah, I know. THAT 'A' word.... :)

[Petter Gonçalves]

Hello Bob,

I believe I must be misunderstanding your current scenario here, so I apologize for it. Please, allow me to clarify some concepts so we can be on the same page:

1 - about this statement:

UPDATE: the group function is working correctly for email sent to HelpTicket@MyCompany.com

Can you please let me know what is the group function you are talking about? Can you send us a screenshot of this feature?

2 - About this statement:

No. The option I chose was to notify a single email address (which is actually an email group): e.g. HelpTicket@MyCompany.com

External e-mail address does not receive e-mail notifications from JIRA application. Only properly licensed users who can access the project related to the notification scheme can receive notifications, so please double-check if the user you added (HelpTicket@MyCompany.com) are able to access the issues which triggered the notification.

3 - About this statement:

Professional domain '@MyCompany.com' - Atlassian outbound addresses? I was assuming that this notification would come from the single user email address I referenced above. Yeah, I know. THAT 'A' word.... :)

The e-mail address that will be displayed as the sender will be the one you set in the permission scheme (Check the screenshot below), however, the IPs of the outbound e-mails are the ones that will be used to send the notifications from JIRA, and that's how the addresses will be truly identified in the E-mail server:

Please, double-check if you have properly whitelisted the IPs of the outbound e-mails to properly receive notifications.

Additionally, Could you please send us a screenshot of how you are configuring your notification scheme?

[Bob Whitty]

Hi Petter - 

Gimme a few minutes and I'll get right back to you with all that. Gotta see if my Sysadmin Guy is lurking about.....

Thanks!

Bob

[Bob Whitty]

Ok Petter - 

This covers the email group:

[Bob Whitty]

Sorry I had to break this up - couldn't seem to insert text below the screenshot. All the members of the email distribution are users under Jira Service Desk. 'HelpTicket' is not a user - only an email address. That said, I just noticed my Sysadmin set himself up using the HelpTicket email address so let me try again by adding him to the project.

Notifications - the following screenshots cover your question:

Will be back shortly and Thanks Again!