Notification Exceptions

Goal:

We would like to notify Customers only when Status is becoming Resolved or Pending (Customer site)

Solution:

We will remove all unnecessary events from being triggered in post-functions

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