Email This Issue
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Email This Issue - for Jira Server/Data Center
Email This Issue - for Jira Server/Data Center
  • ⬇️Start Here
  • Email This Issue - for Jira Server/DC
  • Features
  • Secure the email channel with Email This Issue
  • Comparing Email This Issue and Jira Server/DC
  • 🤓Documentation
    • Outgoing Emails
      • Sending manual emails
        • The difference between email editors
        • Enabling template categories so templates can be chosen on the Email screen
        • Mail Generation Queue (formerly called Event Queue)
        • Manual Email Default Settings
      • Sending issue filters by email
      • Email templates
        • Adding custom macro to email templates
        • Adding Email Audit Log to email templates
        • Adding fields to email templates
        • Adding issue comments to emails
        • Adding issue link information to your template
        • Adding issue operation links to the email
        • Adding a signature with a company logo to emails
        • Adding user properties to emails
        • Disabling links and avatars or icons in templates
        • Formatting Date and Time values
        • Using reply templates
        • Using Mail Body Initializer templates
        • Rendering templates within templates
        • Velocity Context in email templates
        • Formatting number values
        • Searching for issues in email templates
        • Changelog information in email templates
        • Canned responses
      • Contexts
        • Context Resolution Algorithm
      • Event Notifications
      • Distribution lists
      • Workflow post functions
      • Custom fields
    • Incoming Emails
      • Attachment Filtering
      • Next Generation Mail Handlers
        • Jira automation and Next Generation Mail Handlers
        • Using regular expressions
      • Classic Mail Handlers - Deprecated
        • Mail Handler Error Log
        • Step-by-step Classic Mail Handler to Next Generation Mail Handler migration aid
        • Field Rules
        • Phasing out the Classic Mail Handler
        • Comparing the Classic and the Next Generation Mail Handlers
    • Integrations
      • CRM for Jira
      • nFeed
      • Glass Documentation
      • API - Integration with other services
    • Administration
      • General configuration
      • Email Audit Log
      • Outgoing Mail Connections
      • Outgoing Mail Queue
      • Incoming Mail Connections
      • Incoming Mail Queue
      • Incoming Mail Log
      • Backup and restore settings
        • Backup and restore administration
          • Backup menu
          • Restore menu
        • Backup and Restore Tutorials
          • Backup and restore for empty email settings
          • Backup and restore only parts of a configuration
          • Backup and restore every setting in the same instance
      • OAuth2 Authorizations in Email This Issue
        • OAuth2 Client Credentials
        • Authorizing Email This Issue to access Gmail accounts
        • Authorizing Email This Issue to access Microsoft 365 accounts
        • Enabling OAuth2 Authorization in your Google Account
        • Enabling OAuth2 authorization in your Microsoft 365 account
        • Troubleshooting guides for Microsoft OAuth2 Connections
          • How to fix "Authorization Was Interrupted" error
          • How to fix "BAD User is authenticated but not connected" error
          • How to fix "401 Unauthorized" error
          • How to fix "key expires_in " error
          • How to fix "Need admin approval" error
      • Alerting via Webhooks
        • Webhooks
          • Configuring Slack to receive webhooks
          • Configuring OpsGenie to receive webhooks
        • Webhook execution logs
      • Email Security
    • Service management integration
    • JQL Functions
    • Top-level menu navigation
  • ☁️Server to Cloud Migration
    • Server to Cloud - Automatic Migration tool
    • Server to Cloud - Manual migration guide for Email This Issue
      • Overview of available features
      • Differences of the Server and Cloud user interface
      • Migrating Outgoing Settings
        • Migrating Templates
        • Migrating Notifications
        • Migrating Manual Email Defaults
        • Migrating Contexts
        • Migrating Canned Responses
        • Migrating Post Functions
        • Migrating Outgoing Mail Connections
      • Migrating Incoming Settings
        • Migrating Classic Mail Handlers
        • Migrating Next Generation Mail Handlers
        • Migrating Incoming Mail Connections
        • Migrating Incoming Mail Queue Settings
        • Migrating Incoming Mail Log Settings
      • Migrating Other Settings
        • Migrating OAuth2 Credentials
        • Migrating global default email settings
        • Migrating permissions for sending emails manually
        • Migrating recipient restrictions
  • ❓FAQ
    • FAQ
      • How to bypass workflow conditions
      • How to avoid email loops
      • How to control who to send emails to
      • How to customize Email From in outgoing emails
      • How to enable logging
      • How to install license keys
      • How to find out why the Email button is missing
      • How to obtain a community or non-profit license
      • How to prevent duplicate emails
      • How to remove old content from reply emails
      • How to send personalized emails to recipients
      • How to set up auto-reply or acknowledgment emails
      • How to track cases when you don't get any emails
      • How to view the log of incoming and outgoing emails
      • The iOS Mail app does not show attachments
      • How to route emails to projects
      • How to maintain email threads in Jira
      • How to fix issues with a corrupt index state
      • How to set polling interval for mail accounts manually
    • Tutorials
      • Configuring email approval
      • Customizing the email template used with manual emails
      • Enhance Jira Service Management with Email This Issue
      • Getting Started
      • Setting up an Email Help Desk
      • Setting up customized notifications
      • Setting up a Service Management with a Next-Gen Mail Handler
  • 🌪️Misc
    • Open Source Components
    • Pricing Updates
      • Pricing Update effective October 1st 2018
      • Pricing Update effective December 1, 2021
    • End of Support Policy
    • Security Advisories
      • Email This Issue Security Advisory 2020-02-18
    • Database Tables
    • Translations
  • 🆕Release Notes
    • Release notes
      • 9.x.x
        • 9.15.0 Jira 10 compatibility
        • 9.13.0 Improvements and Fixes
        • 9.11.0 Improvements and fixes
        • 9.10.0 Major improvements and fixes
        • 9.9.1 Improvements and fixes
        • 9.9.0.2 Major improvements and fixes
        • 9.8.0 Improvements and fixes
        • 9.7.0 Improvements and fixes
        • 9.6.0 Improvements and fixes
        • 9.5.0 Improvements and fixes
        • 9.4.0 Bugfixes
        • 9.3.3. Improvements and fixes
        • 9.3.2 Major improvements
        • 9.3.1 Automatic cloud migration
        • 9.2.2.1 Bugfixes
        • 9.2.2 Improvements and fixes
        • 9.2.1.3 Compatibility changes for Jira 9.0.0
        • 9.2.1 Major improvements
        • 9.2.0 Improvements and fixes
        • 9.1.1 Improvements and fixes
        • 9.1.0.1 Alerting and other major new features
        • 9.0.2 Bugfixes, next step in deprecating the Classic Mail Handler
        • 9.0.1 Minor improvement and fixes
        • 9.0.0 Major improvements
        • 9.12.0 Improvement and fixes
        • 9.17 Improvements and Fixes
        • 9.18.0 Improvements and fixes
      • 8.1.x
        • 8.1.3 Classic handler is deprecated, timezone support, bug fixes
        • 8.1.2 Important bug fixes
        • 8.1.1 Microsoft 365 OAuth2, improvements and fixes
        • 8.1.0 Microsoft 365 OAuth2, improvements and fixes
      • Up to 8.0.6
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  • Context Resolution Algorithm
  • Examples

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  1. Documentation
  2. Outgoing Emails
  3. Contexts

Context Resolution Algorithm

Context Resolution Algorithm

There may be multiple contexts applicable to an issue. The best-matching context is selected for each issue to determine the email template or notification rules that apply to that issue.

Contexts are resolved from the strongest to the weakest match. Here are the steps performed:

  1. Find all Contexts that are configured with a project and an issue type, and iterate through each of them in the order of the Order attribute (see above):

    1. if the Context that is being evaluated has a JQL filter, check if the Issue matches it. If so, we stop processing and use the Context.

    2. If the Context that is being evaluated does not have a JQL filter, we stop processing and use the Context.

  2. If no Context has been found in the previous step, find all Contexts that are configured with an Issue Type but not with a Project, and iterate through each of them in the order of the Order attribute (see above):

    1. if the Context that is being evaluated has a JQL filter, check if the Issue matches it. If so, we stop processing and use the Context.

    2. If the Context that is being evaluated does not have a JQL filter, we stop processing and use the Context.

  3. If no Context has been found in the previous step, find all Contexts that are configured with a Project but not with an Issue Type, and iterate through each of them in the order of the Order attribute (see above):

    1. if the Context that is being evaluated has a JQL filter, check if the Issue matches it. If so, we stop processing and use the Context.

    2. If the Context that is being evaluated does not have a JQL filter, we stop processing and use the Context.

  4. If no Context has been found in the previous step, find all Contexts that are not configured with an Issue Type or a Project, and iterate through each of them in the order of the Order attribute (see above):

    1. if the Context that is being evaluated has a JQL filter, check if the Issue matches it. If so, we stop processing and use the Context.

    2. If the Context that is being evaluated does not have a JQL filter, we stop processing and use the Context.

  5. If no Context has been found in the previous steps, use an implicit default Context.

Examples

This is how contexts are evaluated based on how well they match an issue:

Project
Issue type
JQL Filter

Context 1

Example Service Management Project

Bug

resolution IS EMPTY

Context 2

Example Service Management Project

Bug

priority = Blocker

Context 3

Example Service Management Project

(empty, i.e. applies to all types)

priority = Critical

Context 4

Example Service Management Project

(empty, i.e. applies to all types)

(empty)

Context 5

(empty, i.e. applies to all projects)

New Feature

(empty)

Context 6

(empty, i.e. applies to all projects)

(empty, i.e. applies to all types)

priority = Critical

Context 7

(empty, i.e. applies to all projects)

(empty, i.e. applies to all types)

(empty)

Some examples of contexts are evaluated for an issue:

Issue attributes
Matching Context
Explanation
  • Project: Example Service Management Project

  • Type: Bug

  • Priority: Normal

  • Unresolved

Context 1

All attributes are directly matching the Context's settings: it's in the right project, has the correct issue type, and the resolution is empty.

  • Project: Example Service Management Project

  • Type: Bug

  • Priority: Normal

  • Resolution: Fixed

Context 4

Context 1 does not match the issue as it is resolved (resolution is NOT empty).

Context 2 does not match the issue as it is of Normal priority (not blocker).

Context 3 does not match the issue as it is of Normal priority (not critical).

Context 4 matches the issue, because the issue is in the correct project, the context is applicable to ALL issue types and there is no JQL to put any restrictions on the issue.

  • Project: Internal IT Project

  • Type: Bug

  • Priority: Critical

  • Resolution: Fixed

Context 6

Context 1-4 does not match the issue as the issue is in the Internal IT Project not the Example Service Management Project.

Context 5 does not match the issue as it is a Bug, not a New Feature.

Context 6 matches the issue as it is of Critical priority and both the project and issue type settings are empty, meaning that they are applicable to all projects and issue types.

  • Project: Internal IT Project

  • Type: Task

  • Priority: Minor

  • Resolution: Fixed

Context 7

Context 1-6 does not match the issue as it is not fulfilling the Context attributes (the issue isn't in the Example Service Management Project, it is not a new feature, its priority is not critical).

Context 7 matches the issue as the Context does not have any restrictions at all.

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Last updated 9 months ago

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