Goal:
We would like to notify Customers only when Status is becoming Resolved or Pending (Customer site)
Solution:
We will use JMWE plugin and attach special email notification in post-functions
Details for Resolution notification:
Notification scheme:
- Blank scheme
Used groovy scripts for notifications:
Subject
Your request <%=issue.get("issuekey") %>: <%=issue.get("summary") %> was resolved
Body
Hi <%=issue.get("reporter")?.displayName %>,
We are informing you that your request <%=issue.get("issuekey") %> with summary <%=issue.get("summary") %> was resolved.
Request was resolved as <%=issue.getAsString("resolution") %>
Kind regards, //CUSTOMER CARE//
Request URL: <%=issue.getServiceDeskUrl() %>
HTML Body
<p>Hi <%=issue.get("reporter")?.displayName %>,</p>
<p>We are informing you that your request <a href="<%=issue.getServiceDeskUrl() %>"><b> <%=issue.get("issuekey") %></b></a> with summary <b><%=issue.get("summary") %></b> was resolved.</p>
<p>Request was resolved as <b><%=issue.getAsString("resolution") %></b></p>
<p>Kind regards, //CUSTOMER CARE//</p>
<p><a href="<%=issue.getServiceDeskUrl() %>">View request at Customer Portal</a></p>
Notify:
- Reporter
Details for Pending notification:
Notification scheme:
- Blank scheme
Used groovy scripts for notifications:
Subject
Your request <%=issue.get("issuekey") %>: <%=issue.get("summary") %> needs your attention!
Body
Hi <%=issue.get("reporter")?.displayName %>,
We are informing you that your request <%=issue.get("issuekey") %> with summary <%=issue.get("summary") %> needs your attention.
Request was moved to state <%= issue.getAsString("status") %>.
That means, that we are now waiting for your action to continue with handling your request.
Kind regards, //CUSTOMER CARE//
Request URL: <%=issue.getServiceDeskUrl() %>
HTML Body
<p>Hi <%=issue.get("reporter")?.displayName %>,</p>
<p>We are informing you that your request <a href="<%=issue.getServiceDeskUrl() %>"><b> <%=issue.get("issuekey") %></b></a> with summary <b><%=issue.get("summary") %></b> needs your attention.</p>
<p>Request was moved to state <b><%= issue.getAsString("status") %></b>.</p>
<p>That means, that we are now waiting for your action to continue with handling your request.</p>
<p>Kind regards, //CUSTOMER CARE//</p>
<p><a href="<%=issue.getServiceDeskUrl() %>">View request at Customer Portal</a></p>
Notify:
- Reporter