Email notifications for tempo project managers

Question

Hello. I would like create such scheme. I have few persons in Service Desk Team. All work perfect, they receive notifications and etc. , but also I have few managers, who should only watch at case, without working with case or staff. I would like they receive notifications about new case and close case only. I added their emails in notifications scheme, but they didn't receive notifications, than I gave them license and assigned tempo project manager role - nothing change. And if only I add them in Service Desk Team they will be receive notifications. Can you explain me, how I should make my scheme and can I do this without licenses for managers (watchers role). Thanks

Mike Bowen · Answer

Hi @Ivan

You can start here : https://docs.automationforjira.com/using-issue-fields/use-smart-values.html and there is a ton of information on their pages.

Also when you create some rules, look to the bottom of most pages, there is normally a more options link.

Some other useful guides:

You can use a number of issue fields in your text:

* {{reporter.displayName}} - renders the issue reporter's full name
* {{issue.fields}} - gives you access to all of the issue's fields
* {{comment.body}} - access the comment body (if provided)
* {{#changelog.priority}}{{fromString}} - {{toString}}{{/changelog.priority}} - allows access to specific field changes in issue update or transition events
* {{now}} - reference, manipulate and format dates

For example, the text on the left would produce the result on the right:

Text

Hi {{creator.displayName}}, this issue has description '{{issue.fields.description}}'!

Result

Hi Fred Flintstone, this issue has description 'Sample issue description'!

-Mike

Ivan_fo6rqn · Answer

Perfect! Thank you!!! It's working. And where I can find guides about keys, such as {{issue.key}}? I explain. I want to notify for example my head of HR only about new employees, and know that now she receive notifications from all topic ( from hardware to access request).

Mike Bowen · Answer

hi @Ivan

This solution doesn't require your managers to be licenced Jira Service Desk users. ;-)

Ask your Jira administrator to install a free plugin called: Automation for Jira - Cloud Lite (link) and once installed create two rules.

First Rule based on Issue Created.

* When: Issue Created (Rule is run when the issue is created). 
* Then: Send email (enter in email addresses of managers).* The subject can be: Issue {{issue.key}} was just created 
* The body can have some definition such as a description or who the reporter was etc. Lots of options available.

* Publish the Rule and enable it.

Second Rule based on Issue.

* When: Issue transitioned FROM Resolved TO Closed
* Then: Send email (enter in email addresses of managers).* The subject can be: Issue {{issue.key}} was just closed
* The body can have some definition such as a description or who the reporter was etc. Lots of options available.

* Publish the Rule and enable it.

The above is a very easy solution.

-Mike