Background
We have been using Jira Software (JSW) to manage customer support requests for many years (before JSD or JSM was available) with a two parallel Jira Projects:
- Product Development (Scrum)
- Customer Support (Kanban)
When a software change is required to resolve/address a customer request, a Dev issue is created and linked to the support request. Where implementing a software fix/change immediately for the customer is not required, not practical or not possible; this allows us to close-out customer support requests independently from the software development & release cycle.
The team have preferred to keep support requests open in a "pending release" status until the linked Dev issue is closed.
This allows us to manually notify a customer directly when a change or fix is released.
Notify Customer of Software Release/Deploy with JSW+JSM?
We want to use JSM to upgrade (streamline & automate) the support experience for our customers, but will continue to use JSW for our Dev backlog and release planning. We would replace our current Customer Support (Software) project with a JSM Project.
However it isn't clear (to me) how to notify customers of fixes/updates that we release which relate to their previous JSM requests. Some assumptions:
- JSM request is closed before JSW (Dev).
- JSW Dev issues relating to support requests will be linked to the JSM Support issues
- This seems a common scenario and other teams & admins are doing this too.
Has your software team (using JSW and JSM) automated release notifications to customers? ... or do you still do this manually?
Can you use Automation to implement email notifications based on a "Software Version" being marked as Released?
Perhaps you've built a solution using ScriptRunner or some other 3rd party app?
