Notify non-participants of external(customer) comment

[Matt Trujillo]

We have a group of 4 engineers in different timezones. We want to notify engineers when a customer(external comment) is made on any ticket. All engineers are not watchers on all tickets as to cut-down on emails from internal comments.

We tried setting up a rule to email all 4 engineers when a reply is made from a non-company email address, but we receive duplicate emails. If an engineer is assigned the ticket and the rule fires, the assigned engineer receives two emails.

How can we notify non-participants of a ticket of an external comment on a ticket?

The goal is to respond to external comments as fast as possible, even if you are not assigned to the ticket and you are not a watcher.

[Alex]

Hey @Matt Trujillo 

We solved a similar case recently creating an automation rule:

• When:

  • Issue commented

• User Condition:

  • If Initiator is a customer (assuming you have JSM; if not, you might use the reporter)

• Then:
  • Send e-mail to some e-mail addresses or users/group

If your company uses Slack, the notification could also be sent to a channel and visibility to all Slack channel members, without e-mail duplication.

To avoid the assignee from receiving two e-mails, you might want to remove the assigned from the issue commented event on the projects Notification Scheme.

If this answer helps solve the problem, please come back and mark this answer as solved to help other community members with the same challenge.

Cheers,

Alex 

[Matt Trujillo]

Hey Alex, thank you for the info. I see how this could work, but there is one roadblock. There are other people that aren't engineers in this project that have to be notified when a ticket they own has a new comment. Changing the notification scheme will prevent any non-engineer with a ticket assigned to them from receiving new comment notifications.