Handling notifications for several Customers in same project

[AV]

We have a couple of customers in Groups:

• Organization A
  • Organization A - Employee 1
  • Organization A - Employee 2
• Organization B
  • Organization B - Employee 1
• Organization C
  • Organization C - Employee 1
  • Organization C - Employee 2
  • Organization C - Employee 3
  • Organization C - Employee 4
  • Organization C - Employee 5

Most of our customers also have a central e-mail address, where they would like to receive notifications for all issues/incidents by any of their employees.

I know the Notification Scheme, where you can add an e-mail address/user for example for all issues created. We use this for our own Incident manager who wants an e-mail for every issue created, which is fine.
But in this case it is not ALL issues created, but ALL issues created by any Employee for THAT Organization .

How is this done?

[Igor Medeiros - Modus Create]

Hi @AV 

I believe that our app Notification Assistant for Jira might be able to assist you in this case.

It offers fully customizable templates, notifications rules, and you can set the recipient of the notifications as you wish (including external email addresses).

Feel free to reach out!

[Joseph Chung Yin]

@AV -

One option will be to use Automation for Jira to create rule (scheduled execution) and send out custom email notifications as you needs.  This will be outside of the normal system notification setup in JSM.

Here are a few references on Automation for Jira -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[AV]

Yeah that initially looks like a nice idea, although for maintenance i wasn't to fond of it as you cant use the notification templates already in place, so it introduces a new place with custom e-mail text which has to be maintained.

However the problem is that for sending an e-mail from Automation, you can't just enter an e-mail address to send it to.
It must be sent to a user or group from the backend (where there are no customer accounts obviously), you can't choose a customer account there or enter an e-mail address.