Time to SLA plugin need to send notifications to external e-mail.

[Brian Fisher]

Using the Time to SLA plugin we would like to send notifications to external e-mail addresses.  We have a custom field in each ticket where that is defined but when setting up the SLA notifier I don't see a way to do this.  Any suggestions?

[Tuncay Senturk _Snapbytes_ · Accepted solution]

Hi @Brian Fisher 

You can send notifications to external e-mail addresses using SLA notifiers.

Here, you can find more info about setting an SLA notifier with custom email addresses.

Below is the related section of the documentation:

Enter E-Mail addresses if you want to notify any other people.

If you need to enter more than one e-mail address, use a comma to separate them.

(i.e. john@mycompany.com,alice@mycompany.com)

You can also select User Fields if you want to send notifications to people in particular user fields (user-picker type custom fields), however, these are Jira users and it might not work in your scenario (as the users might not be internal Jira users).

I hope it helps, please let me know if you have a different use case.

[Brian Fisher]

I was hoping for something like User Fields but with external addresses.  The outside e-mail is different for every ticket so manually entering it per your example above won't work.  Can the above manual e-mail entry accept a variable?  Each ticket has a single line text field with the external e-mail address defined in it.  Passing that field as a variable would work if its possible

[Tuncay Senturk _Snapbytes_]

Hi Brian,

Unfortunately, there is no such option. However, I believe that will be a good improvement. If you raise a support ticket here, the team might consider and hopefully deliver soon. 

[Brian Fisher]

Thanks I will do that