Notifying external contacts about issue updates - Issue collector/JIRA Service Desk

Question

Hi,

Is there a way of notifying external contacts when a JIRA issue is updated?

Not all those who need to raise issues are JIRA users on our system. We've tried using the Issue Collector but, if the person raising this issue is not a JIRA user, the reporter defaults to another user. When the issue is updated, the person who originally raised it does not get sent an update, despite supplying their email address.

Is it possible to send an update to the email address supplied from within the JIRA issue created from the Issue Collector?

A second question, if I may:

In JIRA Service Desk, if someone creates a ticket using the widget, not through the portal and they're not a user (as above), do they get sent updates when the issue that they've raised is updated?

Gezim Shehu [Communardo] · Answer

Since you are using the collector, you can easily initialize any custom field from the collector (the email used). So create a custom field and populate it in the collectors body script.

Then you can select it to use in the notification scheme. (don't forget to create a new notification scheme, to avoid messing up other projects)

Laura Tobias · Answer

Thanks for your suggestion.

I've had a look at doing this, but the "E-Mail" field that's submitted from the Issue Collector is not one of those that appears to be listed for selection. It's not a custom field, but one that's part of the Issue Collector screen by default. It's included in the issue description once the issue has been submitted.

Gezim Shehu [Communardo] · Answer

For the 1st Part, if you implement any addon that has script functionality (suggested: ScriptRunner) you could create a listener and do some code logic to whom to send a customized email.

Stock though, you can most definitely achieve this by using Event configuration and custom Notification Scheme.

For event issue updated, which is thrown by the system each time an issue is updated, you could send an email to a group,user,project role , custom field, so basically anyone.