Users are not getting Jira notifications on JSD tickets

[Joseph1798]

We are running Jira data center. We have multiple cases of users submitting Jira Help Desk tickets, but they do not receive notifications. They are not apart of the JSD project but the JSD project lives on the same instance that their JSW project lives. This instance is the same instance that is connected to Mattermost. When I run a /jira instance list it shows the correct instance.

The users are not notified even when they are @mentioned and they are reporters of the ticket. You cannot add them as watchers on the ticket because they are not a part of the JSD project just consumers of the ticket service. Is there a way for them to receive notifications?

Would they need to run a /jira subscribe in the DM chat with the bot? I don't think that would work though because you can only subscribe to projects you are a member of. The other thing I was thinking was maybe you need to modify the webhook on the Jira side. Any help would be greatly appreciated.

[abbas-dependable-naqvi]

Hey @Joseph1798
Happy to help.
Just few things:

1. Explain your issue more and provide us steps to reproduce
2. What is your requirements with the plugin that we can add

[Joseph1798]

We have a Jira instance for example jira.test.com. Within that instance we host multiple projects including JSD projects.

The jira.test.com instance is connected. When an admin such as myself runs a /jira instance list it shows jira.test.com is connected.

User A is a member of TestProject1 and TestProject2. They are connected to the jira.test.com instance. When they run a /jira me they get back connected to 1 instance and notifications are on with the correct email address. User A submits a ticket to JiraHelpProject 1 (which they are not a member of, but the Help project still resides on the same jira.test.com instance).

User A is not getting a Mattermost notification on any Jira updates for the submitted help desk ticket. Even if they are @mentioned in the ticket. In the plugin documentation it states if a user is mentioned they should be notified. Is there something within the Jira webhook configuration for the plugin that needs to be changed?

A requested feature would be the option for users to have a /jira subscribe but for personal notifications. So, they can choose to be notified of any action that they are a reporter, assignee or watcher.

[Joseph1798]

@abbas-dependable-naqvi Any updates to this?

[abbas-dependable-naqvi]

@Joseph1798 Sorry for the delay but we were unable to plan out this issue in our timelines.
Will let you know once we start with this

[Joseph1798]

@abbas-dependable-naqvi Were you able to get this on the timeline?

[Joseph1798]

Any updates to this?

[abbas-dependable-naqvi]

Hey @Joseph1798, we are unable to plan this as of now. Will let you know once we start with it.

[raghavaggarwal2308]

@Joseph1798 The way the current flow is implemented is that the user will get notified when:

1. He is assigned to an issue on Jira even if he is not a part of the project.
2. Some activity on an issue where he is an assignee.
3. He is mentioned in a comment.

If you are facing any issues in the above flow, please let us know. For the above flow to work you just need to be connected to the instance and a webhook must be set on Jira

There is no flow currently to send notifications to reporters and watchers. If you want this feature we can discuss it internally with the team.

Thank you!

cc: @abbas-dependable-naqvi @wiggin77

[josephjansenhedrick]

Can you use personal subscriptions in your DMs to get notified of changes if you are a watcher or reporter?

[raghavaggarwal2308]

@Joseph1798 Since the user do not have access to the project, I dont think it will be visible in the subscription project dropdown.

[raghavaggarwal2308]

@Joseph1798 There is an open PR for the feature your are requesting. We will be including that in the next release
#1097 (comment)

[josephjansenhedrick]

This will allow users to add personal subscriptions to have more customized notifications?

[raghavaggarwal2308]

@josephjansenhedrick No, it will allow watchers and reporters to get DM notification