Automatically share a request to another organization and send a notification email

Question

Hi all,

I'am using Jira Service Desk 3.13.1 on my own server, not a cloud.

I've faced a problem with customers' groups and email notifications. Imagine the following scenario:

* I have a typical group of customers who can raise tickets. Let's call them Customers.
* There are also some people who don't raise tickets however they need to receive email notifications everytime someone from Customers rised a ticket. I prepared separate group for them called Supervisors. They are not JIRA Service Desk agents, but customers only.
* In JIRA Service Desk Project settings, Customer permissions tab I selected "Who can customers share requests with? Any customer or organization, by searching in this project". So I assume that in a Service Desk form a customer can choose Customers or Supervisors group.
* But the above is not true. A person from Customers can share a request only with Customers organization, Supervisors is not visible.

Workaround would be merging Customers and Supervisors groups into one large group but I don't want to send a notification to everyone. First I tried to edit email notification template but it turned out that I am not able to provide recipients other than "Reporter (customer)" and "Customers involved".

Xiang Huang · Answer

I have similar request and the workaround I put was:

1. create a user custom field which can be used to contain Supervisor value.

2. in the field configuration for this request type to include supervisor field and put it as hidden field, you can define the supervisor users list within here (who will receive notification)

3. in the workflow to add post function which will fire notification event and send email to supervisors. to do this you need to update the notification scheme and add new event.

Puján Z · Answer

Hey,

For custom email addresses you need to use additional plugins, e.g. JETI or JEMH. Regarding other stuff, I think you need to write a groovy code, or use plugins such as JSU or ScriptRunner. :)  Cheers

Mariusz Matusiak · Answer

Hi Victor,

Thank you for your answer.

I already saw these topics but they describe totally different scenarios and are not helpful here.

The first one touches the subject of how to manually share a ticket to someone else AFTER  posting it. I am interested in e-mail notification automatization when the ticket is being sent. The other method mentioned is sending a request via an e-mail with adding more recipients - but this is not a JIRA Service Desk form way which I am interested with.

The second topic describes how to turn notifications off completely ("Private request").

So neither of these two is related.

I am surprised that JIRA allows to change the template for every e-mail notification but it doesn't allow to add custom e-mail addresses.