Which SR version are you on? Firing a custom event from a listener is already a built in feature.
Go the Script Listeners page and click "Fire an event when condition is true."
You can configure when you want to fire the event and which event to fire.
If you need to create a new custom event, you should see this page in the Atlassian docs:
When working in customer support, it’s crucial to calculate, analyze and monitor specific numbers, called KPIs (Key Performance Indicators). They go hand-in-hand with customer satisfaction, problem d...
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