JEMH comment headers for JIRA users

[Billy Perkins]

I have a need to know when comments are from JIRA users via the GUI and when they are created from JEMH. This is doable for non-JIRA users but can I modify a comment header template to include JIRA users? I have not found any code syntax to do this.

[Andy Brook [Plugin People] · Accepted solution]

Hi Billy,

If a JIRA user sends a mail from an account resolved to JIRA account holder, that user is normally made the reporter, so you 'know' it was a JIRA user. If they make a comment, the comment is 'tagged' with their user profile so you also 'know' it was a JIRA user. Do you need to do more?

If an unregistered sender sends an email, the prefix is used to identify it, there is a basic version identifying just the sender, and a detaled version pulling in other addressees. Both these are JEMH TemplateSets, so you can create variations as you want. See:

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Customize+the+Comment+Header

[Billy Perkins]

Andy,

Thanks for the response. Here are some more details of what we are trying to do....

The question we are trying to get answered.... Is the first comment from one of our engineers made via email (JEMH created) or is the first comment made from one of our engineers done through the GUI?

If it was done via JEMH then we know that the engineer responded via email to our customer. If not, then we know that we need to follow up with the customer.

We don't want to setup automated emails because we want the first contact to the customer to be personal and have specific information and expectations about their request.

If we could find a way to add a comment header to JIRA user comments created by JEMH we could answer our question above and pull metrics on this.

I have tried customizing the comment header as identified in the link above but was not able to get it to work for JIRA users.

I hope that clarifies our issue.

Thanks,

Billy

[Andy Brook [Plugin People]]

Yep, enabling the Comment Header to be applied to JIRA users as well was just asked for in JIRA, its on my short list, please watch:

https://thepluginpeople.atlassian.net/browse/JEMH-2171