Event Notifications

Event notifications in Jira

Event Notifications are automated emails that are sent when triggered by events. It is as easy to set up Email This Issue notifications as it is to set up Jira Project Notification Schemes, but our built-in solution offers more than Jira's. Event Notifications are grouped in Notification Templates. These groups contain event notifications that may be triggered altogether or separately.
Jira notifications are more difficult to customize and Jira does not support different mail templates per project, issue type, or event. They do not allow you to address notification emails to external email addresses stored in custom fields, and they do not allow adding attachments to the outgoing emails.

Event notifications in Jira Email This Issue

Jira Email This Issue allows you to do the following:
  • Develop different templates for any combination of project, issue type, and event.
  • Address notification emails to external external recipients without access to your Jira instance.
  • Configure customizable notification schemes (notification templates).
  • Add issue attachments to outgoing notification emails.
  • Send different emails to different recipients upon a single event.
  • Configure Service Management Customer Notifications separately to Event Notifications
Notification templates are not connected to certain scopes by default; they need to be mapped to Contexts.
There are four steps to setting up a set of notifications:
  • Create customizable email templates in Email This Issue (this is not a notification template, this is the look-and-feel of your outgoing email.) Read more about email templates here.
  • Add a notification template (i.e. notification scheme).
  • Configure the notifications based on events within the notification template (these are the events that the outgoing email will be triggered by, such as 'Issue updated' or 'Issue created').
  • Map the notification template to a project, issue type, JQL, or a combination of these in the Context settings. Read more here.

Adding and editing notification templates

1. Go to OUTGOING EMAILS --> Notifications. Notification templates are listed here with their name, description, and the Event Processor setting.
2. Click the Add button to create a new notification template.
Field
Value
Name
Name of the notification template.
Description
A description of the notification template (Optional).
Event Processor
Notification templates have two operation modes: processing the first matching event notification or all matching ones. Read more here.
3. Alternatively click the three dots next to the name of the template, and choose one of the following operations:
Operation
Description
Edit
Edit the notification template.
Event Notifications
Show the event notifications and customer notifications of the notification template.
Copy
Copy the notification template with all events and their configurations.
Delete
Remove the notification template with all its events. Cannot be reversed, if unsure, please use the Disable button.
Disable
Temporarily disable the notification template, preventing any event notifications within this group to be sent out.

Sending customized notifications to different recipients

Notification templates have the following operation modes:
  • Processing the first matching event notifications
  • Processing all matching events notifications
Event Processor
Description
First Matching Event
For an event fired in Jira, find the first (best) matching event notification by
  • the type of events
  • the JQL filter (if any)
  • the changelog filter (if any)
If an event notification matches the issue event details, an email is sent to the recipients using the email template.
All Matching Events
In this case, the Notification Template processes all event notifications and customer notifications that matches by
  • the type of events
  • the JQL filter (if any)
  • the changelog filter (if any)
Emails for all matching event notifications will be sent to the recipients configured within.
In case you want to send different emails to different recipients for the same issue event you may try to configure notification based on the following example.
  • Configure your Notification with Event Processor = All Matching Events
  • Add all event notifications upon which you want to send emails
  • Add the same event type for all the emails you want to send.
In this example, we would like to send two notifications:
  • One event notification for the Issue Created event, where the recipient is the Reporter and the MC Issue Created email template is used upon an issue creation.
  • One event notification for the Issue Created event, where the recipient is the Assignee and the MC Issue Created email template is used upon an issue creation.
Note: If the Event Processor is set to "First matching event", only the first notification is sent. In the case of our example the Event Processor is set to "All matching events", so both notification emails are sent out.

Adding an event notification to a notification template

Event Notifications map issue events to email recipients and email templates, and they specify additional email content: Subject and Body.
1. Click the name of the notification template you want to add notifications to, or click the three dots and choose Event Notifications.
2. Create an event notification by clicking on the Add button and selecting one of the following notification types:
  • Issue Notifications: can be sent to any recipient without any restrictions.
  • Service Management Customer Notifications: can be sent to customers and external email addresses only (not to licensed users of any kind).

Issue Notifications

Issue Notifications can be sent to any recipients and are not based on Service Management Customer notifications at all. After adding your event, or events if you want to have the same notification for multiple events, you can configure it with an email template, add recipients to it, specify additional email content, and email settings.
Configure the following while creating a notification:
  • Specify the event(s) that trigger the notification, choose a template to send in the email and optionally give it a description and an order.
  • Set the conditions that apply to the notification. If any conditions are set here, the notification will only be sent if all of them are met.
  • Add the TO and CC recipients. They have to be added here. BCC is only available if enabled in the General Configuration. Read more here.
  • Specify the content which may be added to the template, such as the email subject or body.
  • Select which attachments to add to the outgoing email.
  • Choose from various email settings to specify additional options applicable to your outgoing email.
Note: By default, Email This Issue respects the profile setting "My changes: do not notify me". This means that the current user performing an action in Jira may not get event notifications on their own actions. To override it, you can enable the option "Always notify recipients" in the Email This Issue event notification.

Service Management Customer notifications

Customer Notifications are based on Service Management Request Events in contrast to regular Issue events. Service Management Customer Notifications can only be sent to customers and external email addresses (not to users of any kind).
Service Management Request Events that are currently supported in our app:
SD Request Event
Description
Request Created
The event is fired when a Service Management request is created.
Request Updated
The event is fired when a Service Management request is modified.
Request Resolved
The event is fired when a Service Management request is resolved.
Request Reopened
The event is fired when a Service Management request is reopened.
Public Comment Added
The event is fired when a Service Management request receives a public comment.
Customer Visible Status Changed
The event is fired when the status changes in a request noticeably in the Customer Portal.
Configure the following while creating a Service Management Customer notification:
  • Specify the event(s) that trigger the notification, choose a template to send in the email and optionally give it an order.
  • Set the conditions that apply to the notification. If any conditions are set here, the notification will only be sent if all of them are met.
  • Add the TO and CC recipients. They have to be added here. BCC is only available if enabled in the General Configuration. Read more here.
  • Specify the content which may be added to the template, such as the email subject or body.
  • Select which attachments to add to the outgoing email.
  • Choose email settings to specify additional options applicable to your outgoing email.
Note: By default, Email this issue respects the profile setting "My changes: do not notify me". This means, that the current user performing an action in Jira may not get event notifications on their own actions. To override it, you can enable the option "Always notify recipients" in the Email This Issue event notification.
Note: If you combine Issue Event Notifications with Customer Notifications, please set the Notification to "All Matching Event" to make sure both users and customers receive their notifications.

Mapping Notification Templates to Scopes in the Contexts

Once your notification template is set up with event notifications, email templates, and recipients, you must map it with a scope. If you miss this one step, your notifications will not be sent. Navigate to OUTGOING EMAILS --> Contexts. Choose the context you'd like to edit and select your notification template under Notifications in the Notification field's drop-down menu.
Result: The notifications are configured and will be sent according to your configurations.
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