Is it possible to notify a person who is not a user

[Alan Bowsher]

Just confirming what I think to be true.... with standard JIRA, there's no way to notify an outside person who is not a JIRA user about ticket updates, right?

Seems like you have to use ServiceDesk or Opsgenie for that, right?

Thanks

[Jack Brickey · Accepted solution]

Hi Alan, in fact you can do this using Automation. There is an action to send an email and you simply add any valid email address you would like.

[Jack Brickey]

Of course they can't access the issue in the application but you can put as much detail in the email that you like.

[Alex Koxaras -Relational- · Accepted solution]

hi @Alan Bowsher 

I confirm what @Jack Brickey said. Automation is the way to go, since Notification Scheme, although has the option to send email to individual person, it will only send for public issues.

Keep in mind that Service Desk will not notify the customer for all issue updates. Most of the time the customer will receive updates about the status, or about a comment.

[Alan Bowsher]

Thanks for the fast response!  I'm sorry, I don't know what a Public Issue is, would you mind explaining (or pointing me to the doc?  I did search help).

[Alex Koxaras -Relational-]

Public issues are issues which have a Permission scheme that gives the 'Browse Projects' permission to 'Anyone'(any non-logged-in users). You may read more about project permissions here.

As a workaround you could always forward your incoming mail to another person. However I would put some serious thought on this, prior of forwarding any email. And even if you do decide to do that, you have to setup your rule very carefully, so as to send only the necessary.

[Alan Bowsher]

Ok, so thank you for the explanation!  I don't think we'd want to use Public Issues.  I really just want to notify someone external that a ticket has been updated (and send the updated comments).

I suspect ServiceDesk is a better out-of-the-box solution, was just trying to keep things simple by leveraging what we already have.

[Bill Sheboy · Accepted solution]

Hi @Alan Bowsher 

Agreeing with Jack and Alex on using automation rules...

Another work-around is to create a saved filter, subscribe to it so you get emails of the details, and forward that to others (perhaps using an email applications rules).  The key differences between this and the automation approach are:

• With a filter subscription, you pick a schedule.  With automation rules, you pick a trigger, which could be an issue change, a schedule, etc.
• With a filter subscription you are limited in formatting.  With an automation rule you can add some formatting.
• When Jira has outage issues, both methods may fail to send the emails.  With automation based on issue events, it could theoretically still send the messages...based upon the severity of the outage.

Kind regards,
Bill

[Alan Bowsher]

Good suggestion.  But I think the trigger fits better.