Sending ticket status updates through whatsapp

Mayur Gaikwad/Tech PMO

Hi, 

Is it possible that I can allow flow of status updates notification to user from Jira to whatsapp where tickets was raised normally (either from helpdesk section or on JSM platform) 

I don't want to create tickets from whatsapp through APIs and consume response and show it to the customer but enable flow of notifications from Jira to whatsapp

Evgenii

Hi, @Mayur Gaikwad/Tech PMO 

Yes, it is possible to enable the flow of status update notifications from Jira to WhatsApp using Jira Automation and webhooks. Jira Automation allows you to automate actions within Jira based on specific triggers, such as ticket status updates. By leveraging webhooks, you can send data from Jira to an external service or application, which can then handle sending notifications to WhatsApp.

Here's a general outline of how you can achieve this:

1. Set up a Webhook Receiver:
- Prepare a webhook receiver or an external service that can receive HTTP requests from Jira.

2. Configure Jira Automation Rule:
- In Jira, create an automation rule using Jira Automation.
- Define the trigger for the rule, such as when a ticket's status is updated.
- Configure the action to send an HTTP POST request to the webhook receiver with relevant data about the ticket.

3. Handle the Webhook Data:
- In your webhook receiver or external service, implement logic to process the received data from Jira.
- Extract the necessary information from the payload, such as the ticket details and the desired recipient(s) for the WhatsApp notification.

4. Send Notifications to WhatsApp:
- Utilize a messaging API or integration service that supports sending messages to WhatsApp.
- Use the extracted data to construct and send the appropriate notification message to the designated recipients via WhatsApp.

By setting up this workflow, whenever a ticket's status is updated in Jira, the Jira Automation rule will be triggered. It will send an HTTP POST request containing relevant data to your webhook receiver or external service. From there, you can process the data and use a messaging API or integration service to send notifications to WhatsApp.

Please note that implementing the webhook receiver and handling the data requires custom development or utilizing third-party services. The exact implementation details may vary depending on your chosen technologies and requirements.

It's important to consider security and privacy aspects when handling data from Jira, especially if it contains sensitive information. Ensure that appropriate measures are in place to protect the data during transmission and processing.