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Issue collector email notifications

Anthony Otyehel

I am finding it hard to work out why my issue collector is not working.

It has a name and email field - which are populated correctly when submitted, however there is no confirmation email being sent to either the admin of the project or the person submitting the issue collector form.

It is not clear to me how this should be set up from the labyrinth of documentation.

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Andy Heinzer

Hi Anthony,

Sorry to hear there is confusion over using the issue collector. However the issue collector is not directly responsible for sending out notifications. So I don't expect it to have any means to configure such options. The issue collector is just suppose to provide a means to create issues in Jira through another existing webpage.

Are the issues getting created in Jira when you or other accounts use the issue collector? That's the first thing to confirm. Once you can see that the issues exist in that project that is expected, then you can actually try to take a closer look at the issue itself and the project settings. Each project in Jira can be configured differently, this is where notifications come into play. While Using the issue collector explains how to setup the collector, Configuring projects has more details on what options can be set on the project level.

You can take a closer look at the notification scheme for that project to see which users/roles are expected to get a notification on the 'Issue Created' event. By default I believe this is just the reporter, assignee, and any watchers. Since the issue collector sometimes will set the reporter to the user that created it, but sometimes it will use a default reporter value instead. I'm not sure which one your collector is using here. In turn, it's not clear if the end user that made that issue in Jira is expected to get a notification or not. Check the Jira issue itself. You can take a look by going to the /browse/ABC-123

Alternatively, you can also try to use the Notification helper within Jira to try to determine if the person you expect to get a notification is setup to or not. The advantage of this utility is that it frequently will provide you the links or details about why that user is not receiving these notifications and how to change it.

Try this and let me know the results.

Andy

Meet Darji

Hi @Andy Heinzer I want to ask further, im aware that we only get default reporter every time when issue is created through Issue collector. but in may case i have name (anonymous) who is not in my customer list and i have email of actual reporter who actually raise this ticket. now I want to send email of every comment to actual issue raiser. how can I achieve this ?

Andy Heinzer

@Meet Darji I don't believe you can with the issue collector. Jira projects (as in Jira Core and Jira Software) won't permit you to send notifications to anyone that isn't a licensed Jira user. Furthermore, I don't recommend using the issue collector for JSM projects. This is because JSM has a different expectation around unlicensed users such as customers.

Instead, try using the JSM Widget, more details over in https://support.atlassian.com/jira-service-management-cloud/docs/collect-requests-from-anywhere-with-an-embeddable-widget/

It is only usable in JSM type projects, and it has the added benefit of being able to create JSM requests from both anonymous and users without accounts. As for sending emails to the user that raised the request, you'll need to add them as a customer first to that project. Once they are in that customer role, JSM should then be able to send them notifications, if their personal settings permit it.

Meet Darji

Hi @Andy Heinzer ,

I understand your Point of view regarding the issue collector, but as you know, Admins are bound by the Client's requirements.

But you suggest the right pathway to resolve this problem by creating Automation.

I created one send email automation to send emails to an actual customer who reports that issue from the issue collector.

Here I'm attaching the SS of the automation rule for reference of other community members.

NOTE: I created one custom field Email (customfieldid _10047 ----your might be different). Comment mail automation.png

In the action of the rule, I set the smart value of that Email custom field. and it's working as I desire.

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