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Matt,
I am still a bit confused as to what the problem is. As far as I can see your users set "Email me when I make changes" to false. However, when they send an e-mail to JIRA and an issue is created from that e-mail, you would like to send them the e-mail notification (acknowledgement) anyway. Is this right? Does this mean that your users like to most often, create issues via e-mail, but do all other operations (e.g. workflow transitions) through the web interface? Cheers, We are using Jira for our enterprise software development at Indiana University and we concur. There truly needs to be a way for user to be emailed when they create an issue but not get emails for every action they take in the web interface.
Jim is there any progress on this issue?
We use Jira as a support/helpdesk system and we also need to be able to send automatic email acknowledgments to users who create issues via the email handler. Ernest,
Sorry but no update on this issue yet. If you have the time and sills, it wouldn't be too hard to create a listener that did this. Cheers, Another vote here from Texas A&M University - We're considering purchasing JIRA, but lack of support for this currently is a 'blocker' status.
wouldn't your notification schema override this? For example, if I setup all users to be notified of their changes and then setup a notification schema to only send alerts on "issue created" that user wouldn't get too much noise in their inbox.
I'm going to test this out and comment here is that is a sufficient workaround. Jason, here's the problem with that solution. We do want our customers to be notified of other events (e.g. issue closed, re-opened). So, if someone in support closes or re-opens the issue, we want the customer to be notified. But if the customer logs in themselves and re-opens (or closes) an issue, they don't need the notification, since they are the ones making the changes. hence, the current profile setting is good for that - except that it won't notify them of when an issue is created via e-mail (or even online).
In our use case, each of our customers uses a group email address. So, although JIRA sends it to support_group at company.com, on their end, it is a distribution list. So, if any user logs a ticket, all 10 people receive a notification. This is good. Hopefully that explains why we view this as a special case. Hi Neil,
I agree with your situation, once we expose our installation to our customers we'll have that same problem. We don't actually have customers log into our system yet (it's intranet only right now). Having an auto-responder is really a short term fix and I tested out my scenario and it solves an immediate business problem. I just turned off any alerts for all other actions except comments, resolved and create notices. The email capability is definitely the weakest part of JIRA from what we've found during our trial, but we're more than happy with the product overall. I can work around this for sure given our support volume is not that high. Hi All,
I'd like to jump in here to add a +1 to this request and also point out that the system would be less restrictive by simply treating the create issue event independently from other events which are true "changes". By this I mean that if you send out an email to the reporter when a issue is created regardless of the "Email me when I make changes"-setting you would meet our demands but still be able to retain the current funcionality by simply removing the Reporter from the Create Issue event in the notification scheme. Is this something that can be considered or have someone made a plugin that we can use to gain this functionality? Please consider these two cases. We do not expose our JIRA instance to the public, we only use it as our internal servicedesk application:
Simply put: I agree with Sjur. The notification depends on the Email me when I make changes setting but IMHO it should depend on the Create Issue event. |
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Improvement
Open
Critical
There needs to be some way to send out an email acknowledgment for issues created via email handler
If you try to use JIRA as a helpdesk issue tracker, as many of us do, it is critical that the system send out a notification acknowledging that an email sent into the support queue has been received. As with most folks, we also turn off the "Email me when I make changes" setting since the people who work on the issues don't want to be inundated with email notifications of their own actions. Changing the notification scheme doesn't make sense, either, as it is set up to allow free discussion between the reporters, assignees, component leads, project leads, watchers, and other included parties (we use custom fields for that).
As it is, it looks like we'll be having to write a pre-processing script that will send out the acknowledgment as well as check for some error-inducing criteria such as an empty subject line (that's another issue – JRA-12649). Even so, the possibility exists with such any such hack that the user will receive an acknowledgment email although JIRA has actually rejected the issue for some reason, since the two systems don't know about each other.
Matt