How to send automatic email within workflow

[Mary Kingston]

Hello,

Within our workflow I have defined some conditions/validation fields and post-functions to enable our Support Engineers to Assign tickets to our DBA team via a single workflow action e.g. they execute 'AssigntoDBA' workflow option which automatically changes the status of the Support ticket to 'AsnDBA' and the assignee of the ticket is automatically set to 'dbacore' (specific database team within our company).

This results in an email notification being issued to this email address 'dbacore@xyz.com' so the entire team is notified that a Support ticket now requires their attention.

This all works fine but our DBA team would like us to tweak the process so that we also automatically create a ticket in their JIRA tracking project 'dbarequest' so that they can track time they spend working on our Support tickets.

Please note that emailing 'dbarequest@xyz.com' results in a ticket being logged in the DBA tracking project so I'm trying to figure out how I can configure the workflow to automatically email 'dbarequest@xyz.com' when the 'AssigntoDBA' workflow option is exercised.

I'd really appreciate any input.

Many thanks

Mary

[JamieA]

Instead of sending an email can't you have the workflow step just create issue in the correct project... I know you're trying to avoid plugins which is fair enough, but this is not possible without plugins. Eg https://studio.plugins.atlassian.com/wiki/display/GRV/Built-In+Scripts#Built-InScripts-Clonesanissueandlinks

[Nic Brough -Adaptavist-]

I don't think it's possible without plugins, precisely because of the way it works. Jamie's script plugin will do the job exactly as described if you don't want to use JEMH. But you'll need to install that instead.

[Mary Kingston]

Thanks guys, I'm going to review JEMH and Jamie's link above in more detail and hopefully proceed with one of those options.

I appreciate the prompt and helpful responses.

Many thanks

Mary

[Nic Brough -Adaptavist-]

Hmm, I was going to say:

I'd look at adding a dummy jira user with that email address. Add that to the notification scheme and Jira will send an update email to the address, and create a new issue.

Then I remembered:

Most of the email handlers will spot the existing Issue Key in the subject, and attach the "new" email as a comment on the existing one. That applies however the email goes out, so I think you're pretty stuck, unless the JEMH plugin can force the incoming mail to always go to a new project, even when it refers to another existing Jira. https://studio.plugins.atlassian.com/wiki/display/JEMH/JIRA+Extendable+Mail+Handler

[Mary Kingston]

Hi Nic,

Thank you so much for the prompt response, I appreciate it.

What I tried is to setup a dummy user called 'dbarequest' with an email of 'dbarequest@xyz.com'. I then defined a new event called 'Dbarequest' which I then added within my 'AssigntoDBA' workflow transition and in the notification scheme I assigned the dummy 'dbarequest' user to the 'Dbarequest' event which should get fired when tickets get assigned to DBA team but unfortunately it isn't working as I'd hoped i.e. it doesn't result in creating a ticket in the DBAREQUEST project so what you are saying above must hold true.

I looked at the JEMH earlier but wanted to try and get this done via the UI as we are planning an upgrade and I want to avoid adding plugins if possible.

Thanks again for your helpful input

Mary