Mail notification for incident reporting


We are looking for a way to move our incident reports into JIRA.

For us, an incident is when we have an outage on our online platform. When an incident occur, the technical support staff fills out a pre-defined form and mails it out to one of three mailing lists:

1. High prio indicident mailing list

2. Medium prio incident mailing list

3. Low prio incident mailing list

What we would like to have is a way for the support team to fill in the incident in JIRA with custom fields that contain the same information as the pre-defined form, and as soon as the ticket is created a mail should be sent out to one of the mailing lists.

The requirement is that the incident report is visible in the mail that is sent out (and not a link to a JIRA issue).

My solution to the problem:

1. Create a new project in Jira called "Incident Reports"

2. Create a thre new users in Jira called "Incident Report User High", "Incident Report User Medium", "Incident Report User Low"

3. Add the corresponding e-mail list address to the Incident Report Users (high, low, medium)

4. Instruct the technical support team to assign the issues to the three users

The problem with this approach is that we lose three licenses in JIRA and that we have three users that never actually are used, so I would like to see if there are any better solutions available.

3 answers

1 accepted

1 vote
Accepted answer

insted of creating users with group name you can create user groups like "Incident Report User Group High", "Incident Report User group Medium", "Incident Report User group Low", then add the user to that group.

create a group picker custom field and add it the screen so you can send mail to selected group.

i hope this will help you!!

@rambanam's solution assumes you have a JIRA account for everyone in your three email lists. Is that your situation?

No, not everyone that will get access to the mails have a JIRA account. Do you have any other solutions to our problem?

Your proposed solution seems the least expensive and most easily maintained way. Other possibilities are: 1. investigate plugins like JIRA Enterprise Mail Handler, which might allow you to set up email rules to do this without creating users for it. These plugins can be expensive, though. 2. For each group, choose one person with a JIRA account to be the assignee. Set up a forwarding rule in that person's email account and have the technical support staff always assign the issues to the chosen person for the appropriate group.

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