JEMH configuration for email to be sent on status change

Help,

We have JEMH running smoothly, its been brilliant for our external support we have set it up so exteral users to jira can send a email this gets recorded as a ticket and a email is sent back to user with confirmation that a ticket has been raised.

We are looking to take the system a little step further, is it possible to get JEMH to send a email to the reporter so the email address stored in the custom field "nonjiraparticpents" when the ticket is closed.

This email will be a request for feedback on our services so it contains a link to a survay, so when the developor, support personal changes the status to closed jira fires a custom email to the orginal reporter.

I know this is a big ask and may need some custom development from myself, just wondering if anyone had done anything like this before.

Thanks for your help in advanced.....

Brian

1 answer

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Accepted answer

Hi Brian,

Yes, this is all achievable out of the box with JEMH. A short list to acheive notification on closure will be:

1. Enable the JEMH IssueListener

2. Check there is a Project Mapping in the Listener for your expected project

3. Check either the global IssueListener or per-project Mapping refers to your 'nonjiraparticpents' custom field

4. For non-jira user notification, ensure the non-JIRA tab of the Project Mapping has the ISSUE_CLOSE event enabled (initially you can use DEFAULT for the standard JIRA notification).

If you want a customized notification for the ISSUE_CLOSE event, for your survey or similar, you just need to create a custom JEMH IssueEvent TemplateSet, and refer to it in step 4. A little extra workflow config would be needed to auto-open on comment, see https://thepluginpeople.atlassian.net/wiki/display/JEMH/Reopen+an+Issue+On+Comment

Best Regards,

Andy

Thanks andy, once again you are awesome!!!

Sorry trying to set this up and im little confused on step 3

Check either the global IssueListener or per-project Mapping refers to your 'nonjiraparticpents' custom field

Sorry i was being a idiot,

i have noticed one thing thought in the nonjiraparticpents field it grabs the senders address and the to address so when it replies it sends a email to the customer and its self, is it possible to have the field only populated with the customers email address?

re: last point, no, only email addresses stored in the referred custom field are used. Your choice is to route all 'non-jira' addressee participants email addresses into that custom field, or just the 'non-jira' sender email address.

Clearing the 'non-jira' addressee participant handling custom field reference in your profile will leave only one email address present, leaving only the original sender present to be included in notifications.

Does that help?

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