How to send automatic email within workflow

Mary Kingston

Hello,

Within our workflow I have defined some conditions/validation fields and post-functions to enable our Support Engineers to Assign tickets to our DBA team via a single workflow action e.g. they execute 'AssigntoDBA' workflow option which automatically changes the status of the Support ticket to 'AsnDBA' and the assignee of the ticket is automatically set to 'dbacore' (specific database team within our company).

This results in an email notification being issued to this email address 'dbacore@xyz.com' so the entire team is notified that a Support ticket now requires their attention.

This all works fine but our DBA team would like us to tweak the process so that we also automatically create a ticket in their JIRA tracking project 'dbarequest' so that they can track time they spend working on our Support tickets.

Please note that emailing 'dbarequest@xyz.com' results in a ticket being logged in the DBA tracking project so I'm trying to figure out how I can configure the workflow to automatically email 'dbarequest@xyz.com' when the 'AssigntoDBA' workflow option is exercised.

I'd really appreciate any input.

Many thanks

Mary

Nic Brough -Adaptavist-

Hmm, I was going to say:

I'd look at adding a dummy jira user with that email address. Add that to the notification scheme and Jira will send an update email to the address, and create a new issue.

Then I remembered:

Most of the email handlers will spot the existing Issue Key in the subject, and attach the "new" email as a comment on the existing one. That applies however the email goes out, so I think you're pretty stuck, unless the JEMH plugin can force the incoming mail to always go to a new project, even when it refers to another existing Jira. https://studio.plugins.atlassian.com/wiki/display/JEMH/JIRA+Extendable+Mail+Handler