Sending ProForma form with create customer notification

[Kimi Nakashima]

We're using Jira Service Management server 4.14. In the notification that gets sent out when an issue is created, our customers would like to see the information they entered into the request. We're using ProForma so when our customers enter a request that information is captured in a pdf that gets locked and attached to the issue. But I can't quite figure out how to attach that pdf to the create notification that gets sent out. 

Is it even possible to send attachments with the customer notifications? And if it is, how?

[Peter Preston · Accepted solution]

Hi @Kimi Nakashima

I’ve asked the team about this and the short answer is that you should be able to use AfJ to send an email and attach the PDF.

Worth noting, ProForma forms are added as an edit to the issue milliseconds after creation. This little window of time can cause automation rules dependant on ProForma to miss some of the data, including the PDF that is generated.

A workaround we suggest is to add an intermediate transition into your workflow after issue create to give the system enough time to add the ProForma form/s and data to the issue and add any Automation rules dependant on ProForma forms at this stage.

I’ve also seen Notification Assistant for Jira mentioned in the past in response to similar queries.

Let me know if that helps or if you’d like to work through the automation setup.

Peter

[Boris Berenberg - Atlas Authority]

Thanks for the mention Peter. Notification Assistant for Jira does in fact support attachments directly within the body of the email that is sent.

[Kimi Nakashima]

@Peter Preston So basically I'd have to turn off the Jira's create notification for customers and create our own create notification using either AfJ or one of the 3rd party notification apps like Notification for Jira.

It's not ideal, but at least it's something.

[Peter Preston]

@Kimi Nakashima - we've helped a few people with similar use cases. If we can assist in the automation build or even just be a sounding board for ideas, you're welcome to connect at support.thinktilt.com.