How do i stop intercom integration from sending notes unless done

[Stav Senter]

Hi,

I have Jira cloud and Intercom integration each connected to their appropriate systems, right now every time a work item is moved from status to status I get an intercom note added to the linked ticket and it is reopened.

I want to add a rule somewhere that I only get notes/the ticket is reopened only if the status is done.

I see that it atleast used to be possible through workflows:

[Tobias Binna]

Hey @Stav Senter 

I am Tobias from ToolsPlus, creator of this app. You are almost there and have already drawn the correct conclusion!

The app has two ways to set up notifications (the notes). One is what you currently have, i.e. notify on every update. The other one is to notify on specific work item transitions.

You can find the docs for those two options here: https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-notifications

Your screenshot is from the guide on configuring notifications for specific work item transitions (via a workflow post function rule). This is the one you should use if you do not want to receive updates for every work item status change.

Most likely, you also want to disable the general work item transitioned notification (last one in the section marked by 2 in the screenshot below) if you installed a workflow rule (post function) to only receive specific notifications.

I hope this helps. Please let me know if you have any further questions or if anything is unclear.

Best regards,
Tobias

[Stav Senter]

Thank you for the reply, do you know what reasons there could be that i dont have the function in the workflows?

[Tobias Binna]

Could it be that the app is not installed or unlicensed? You can check apps on your site by going to Apps > Manage apps, which has a button "Take me there" that brings you to the global Atlassian admin panel. On the Connected apps page, search for Intercom for Jira and click "View app details".

If the app is not installed, you can install it from the Marketplace by clicking on Try free: https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud&tab=overview

[Stav Senter]

The app is installed because notes are coming through succesfully into intercom, but I dont have the option to change a rule in a workflow.

How do I check if its licensed?

[Tobias Binna]

Hey @Stav Senter, if notes are coming through, it is licensed, so that shouldn't be the issue.

One more idea, could this be a team-managed project? Unfortunately, team-managed projects do not support workflow post functions(https://community.atlassian.com/t5/Jira-questions/Triggers-and-Post-functions-on-TEAM-MANAGED-project-WORKFLOW/qaq-p/2287662). This only works with company-managed projects.

Since Atlassian has recently released support for apps to provide automation actions, we will be looking into offering a notification action early next year, such that you can use Jira automation instead of a workflow post-function to send notifications on specific work item transitions. This should then be compatible with both team-managed and company-managed projects.