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receiving notifications from Jira Software Project settings - ticket system

ORT JIRA ADMIN

Hi,

Does anyone know if there is a way to receive email notifications from a Jira Software project when someone emails our primary email associated to our Jira Software Project?

We have a mail handler jira add-on that handles outside emails (non-jira user account emails) coming into our project.

Our goal is to get notified (per person) when we receive a new email/ticket into our project settings so we don't have to manually refresh our jira project page every 5 minutes to see if we get a new ticket?

Please advise.

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Jack Brickey

I'm a bit confused. You have the ability to get email notifications when an issue is created. Is that not sufficient to achieve your goal?

ORT JIRA ADMIN

Emails that get received into our primary mailbox get forwarded to the jira project ticketing system; there is no notification of when we receive a new ticket/request unless we refresh the project.

The goal is to get a notification per person from the jira project so we don't have to manually check it/refresh the jira project every 5 minutes or 10 minutes as it becomes cumbersome and waste of time instead of being notified when we actually get a request

Jack Brickey

I guess I'm missing why he would not get an issue created notification email when I miss you was created. It may be something different server but I'm just not aware of. However can you verify the issue created notification under project setting/Notifications is set such that individuals would get notified?

Trudy P Claspill

@ORT JIRA ADMIN

Are the issues being created in a Company Managed or Team managed project?

In a Company Managed project there is a Notification Scheme. In that Scheme you can set up notifications to be sent based on certain events. One of the events that is available is Issue Created. You can then specify who should be notified. You can specify multiple notifications for the event.

Screen Shot 2021-06-21 at 9.49.48 AM.png

This feature should satisfy your need, if the issues are being created in a Company Managed project. The type of project it is will be stated at the bottom of the navigation pane on the left

If this doesn't satisfy your need, please provide more informaton about how this doesn't meet your need.

ORT JIRA ADMIN

Thanks Tracy, this helps; I did notice this option before I submitted this question to the Jira Community but wasn't sure how it specifically worked. Since we are on the same page, if I chose "Issue Created" as the Event type, what would be the best way to have it also send a email notification to someone so they can know when there is a new email submission/ticket request? Would it be the "Single User" option or "Single Email Address" option? What if I wanted to add more than one user to receive an email notification? Would I select "Group" per the pic you submitted above?

Please advise.

If it helps, I believe this is a company manage project

Trudy P Claspill

What you select depends on how you have set up your users (have you put users into User Groups?), your project (are you leveraging adding users to Project Roles?), and which users you want to notify. You can add multiple notification rules for the same event, so you could add multiple "Single User" notifications.

Note that when you define the notification through a Notification Scheme, it will be the event you select applies to EVERY issue type within the project. Also, a single Notification Scheme can be applied to multiple projects. If you don't want this to affect multiple projects, make sure the scheme is assigned only to the project where you want this to apply. If the Scheme is assigned to multiple projects, then you will need to make a custom Notification Scheme for just the project you want to affect.

ORT JIRA ADMIN

Good afternoon Trudy,

This seemed to work; however I actually tried that before and it didn't work since I realized that we have a third party app on our project. It's called ETI (email this issue) and i had to manipulate the notifications there. I guess it wouldn't work via Jira notification scheme since we are using the ETI app for notifications since it is our main mail handler; JIRA Software for our Project (the way you suggested) is just a front door access which is then directed to ETI so I was able to get my end goal from there. If I continue to have issues or other questions, I will definitely let you know.

Thank you for your help and prompt response! I appreciate it!

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