Description

Currently, in Jira Service Management, we can configure a custom email address for outgoing notifications on a per-project basis. We would like the ability to send stakeholder notifications from a custom domain email address, just as Jira notifications are sent from the custom address. At present, only Jira notifications are correctly sent from the custom address, while stakeholder notifications continue to use the default Jira address.

Problem:

This behavior significantly reduces the effectiveness of stakeholder communication during incidents. Many others, stakeholders receive a high volume of standard Jira notifications for ticket updates, comments, and other routine activities. To manage this, many stakeholders create email filters to move these default Jira emails out of their primary inbox.

When an incident occurs and we notify stakeholders, these critical alerts are sent from the same default Jira address. As a result, they get caught in the same email filters and are often missed, leading to a breakdown in communication during critical events. This undermines the purpose of the stakeholder notification feature, as the information doesn't reach the intended recipients in a timely manner.

Proposed Solution:

We propose one of the following solutions to address this issue:

1. Honor the Existing Custom Project Email Setting: The most straightforward solution would be for the stakeholder notifications to respect the custom email address already configured for the project's notifications. This would align the stakeholder notification behavior with the expected behavior of other project-level email settings.
2. Introduce a Separate, Project-Level Configuration for Stakeholder Notification Emails: Alternatively, provide a separate configuration option within each project's "Incident management" settings to define a specific "From" email address for stakeholder notifications. This would offer greater flexibility and allow different projects to use dedicated email addresses for their specific incident-related updates.

Why is this important?

• Improved Incident Communication: By allowing a custom "From" address, incident notifications can be sent from a distinct, trusted, and high-priority email address that stakeholders are less likely to filter.
• Increased Visibility of Critical Alerts: This change will ensure that important updates about service disruptions and resolutions are not lost in the noise of routine ticket notifications.
• Enhanced Stakeholder Engagement: When stakeholders can rely on receiving and seeing critical incident updates, it builds trust and improves the overall incident management process.

This feature would be a significant improvement to the incident management capabilities of Jira Service Management, ensuring that crucial information reaches the right people at the right time.