Send email when issue was commented (but not by myself)

Question

Hi everyone,

Using Jira Server v8.20.10

In if-block I wrote the JQL condition:

reporter != issue.comments.last.author.name

to get an email each time the issue (assigned to me) was commented, but I don't want to get emails, when it was my response for someone's answer.

My JQL doesn't work, I still get all emails commented by me or not.

Have you any suggestions what I am doing wrong?

Mykola · Answer

Hello Joseph Chung Yin, My colleagues are actually getting too many reminder emails about different issues, so some of them will be just ignored if there is a filter activated. I am trying now to create a unique Automation Rule. So if they have some blocked tickets without an answer for a while (reporter != issue.comments.last.author.name) at the end of the week, they will get one reminder email with a short summary of what should they pay attention to. I've started with Scheduled trigger, choose cron expression for (Friday's at 12 pm), then to JQL added - status = blocked AND "Blocked Reason" = Customer and * Process all issues produced by this trigger in bulk Then I added an If-block like this: reporter != issue.comments.last.author.name (since I don't want to get a reminder email of my own response) Then "Send email": to Reporter With Subject Response Required: BLOCKED ISSUES from DevTools Summary and Content "send as html":

Hi {{reporter.displayName}},

A quick reminder that some of your tickets are blocked since a while.

Please, make sure, you've already reviewed this issue's to enable quick processing.

Summary:

{{#issues}} * Key: {{key}} * Summary: {{summary}} * Status: {{status.name}} * URL: {{url}} * Assignee: {{assignee.displayName}}
{{/}}

Thank you

Best Regards,

Development Tools

The Problem is: With this functionality, each reporter gets the list of all the blocked tickets, not his own blocked tickets as a reporter. And I guess I have to expand my JQL like: status = blocked AND "Blocked Reason" = Customer AND reporter = currentUser() or smth. like this, but actually the Automation Rule have to work without User, it is just valid for everyone who have some blocked tickets. And if I try to add one more if-block: Reporter is "issue reporter", The whole rule couldn't be executed: Scheduled No related issues could be found.If block No issues were found, stopping the rule.

Joseph Chung Yin · Answer

@Atlassian User -

Welcome to the community.  How is this being triggered?  Are you doing this process using Automation for Jira?

If you are referring to the system notification email, then by default, if you are the assignee of the issue, the project's default notification scheme configuration will send out the notification to: Current Assignee, Reporter, and Watchers.

So, you will need to customize the project's notification scheme, so that no comment notification from the system will go to issue assignee.  However, this means that when an issue is commented, the issue assignee will not get notified.

This has nothing to do with your JQL versus system notifications.

Again, how is this process being triggered.

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.