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Automation for excluding recipients from customer notification

Hi,

we have complaints from our customer that JIRA SM is to communicative regarding notifications sent to incoming automated mails. Since there is no direct way to opt-out mail addresses (should be a high priority on the roadmap!) we tried to go with the solution of automation as described here:

https://community.atlassian.com/t5/Jira-Service-Management/Can-you-exclude-certain-email-addresses-from-notification/qaq-p/809771 :

  • When this happens: Issue Created
  • If these match: reporter != *insert your desired email address to exclude here* (you'll have to click "Advanced" to type in the JQL for this)
  • Then do this: Send Email (you can put "Reporter (customer)" in the "To" field, and then type in your body text for the Request Received email you want to send.

 

Technically it works, but it seems that this "dirty trick" has some other disadvantages:

1. it looks like replies to these automation generated are NOT added as comments, but create new requests.

2. The stripping of the mail content is not working, the whoe mailchain is added to the  JIRA SM request.

For the second part, is there a possibility to implemt the part from the cuustomer notification:

<div class="jsd-reply-marker-hint">
Reply above this line.
</div>

into the mail generated by the automation?

 

Thanks, Stefan

1 answer

McKesson SMO Connect

I found that handling email in JSD lacks some very basic features. The suggested workarounds may be valid, but involve implementing of automation rules or other detours. Why can't I simply opt-out customers? In the case of system generated or no-reply emails, there should be an option to activate the opt-out on behalf of the (not existing) customer with a simple click. Setting the customer account to disabled as suggested by Andy Heinzer is no solution, as no more tickets would be created. We use this option only for Spammers because there is no other useful way to clean up SPAM tickets without notifying the Spammer.

Well, not helpful at all. Even when I agree to the contents, simply copying Dirk's reply from the other above mentionend thread does not solve anything here.

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