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email notification after "Issue Commented"

Sysret Kastrati_o1rwxl

Hi all

We are using the "Email this Issue" plugin in order give our customer support via jira via email.

Customers send email to a specified email address i.e. cutomers-company@ourdomain.com. This email generates an issue and the cusotmer gets an autoreply. The issue is generated with reporter and assignee of the current employee who supports this customer.

When a customer replies to an email with the jira issue key in it then the comment will be attached to the issue, which is fine. We want now additionaly that the employee that supports this customer receives an email about the comment.

Currently the employee = jira user does not get any email notification as he is reporter and asignee of that issue and the comment is also done in his name when customer replied to the email. We know that users get not notified about their own changes.

The question is now how can we make it work that those users still get an email notificaton when a comment was done via email from a customers email reply?

thanks for your help

Accepted answers

Sebastien Delcoigne

I guess you can create only one default customer user, since your employee already know for which client they do the support. This way you don't have to fear too much for your license

All comments

Sebastien Delcoigne

Have you already tried using a default user as the reporter of Issues you receive via email instead of the employee ?

Sysret Kastrati_o1rwxl

what do you mean with a default user?

Sysret Kastrati_o1rwxl

Yes that is an option but we wanted of course not create for every customer an user that counts towards our licenses but that is probably the only solution

Sebastien Delcoigne

You could create a "customer" user and set this one as the reporter and author of the comments.

Sebastien Delcoigne

I guess you can create only one default customer user, since your employee already know for which client they do the support. This way you don't have to fear too much for your license

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