JSM notifications - can I add a JWM issue key to the notification

[Anthony R]

Firstly I acknowledge what I'm asking is possibly stretching the capability of JSM and JWM.

But I've set up a workflow and automation where when a very specify request type is submitted in my JSM instance that request type is automatically forwarded to a JWM project.

The problem I'm having is the customer receives their request created notification from JSM and it includes the JSM issue.key which is great but i need a way to also include the JWM issue.key in the notification. 

The reason is that the technical team don't have or want JSM they are happy working in JWM but our customers and management want an easy way to identify that the job has been assigned directly to JWM and have a JWM issue.key to reference.

I'm hoping someone can offer a better solution than we're currently using where we send multiple emails to the requestor so they have all of the reference numbers and details.

[Gikku · Accepted solution]

Hi @Anthony R 

I believe what you are looking for is just a notification for the customer from the JSM project that an issue JSW-123 has been created for your request. You can't include the JSW issue key along with the notification of the JSM request created event because the JSW issue is not created yet. What I will suggest is to add an additional step to the automation rule to add a public comment to the JSM request after the JSW issue got created with the issue key in the body of the comment.

You can use the smart value as below.
{{createdIssue.key}} has been created in the JSW project.

But this will trigger two notification emails, one for the request created and second when the comment got added.

Option 2:

Turn off the customer notification for the request created event and use automation to send an email to the customer after the JSW request is created. You can use smart values to include the information from the JSM and JSW issues.

JSM: {{issue.key}}
JSW: {{createdIssue.key}}

The downside is that this will disable notifications for all the requests getting created in the project irrespective of JSW issue is created or not and so you will have to handle both cases using automation. The format of JSM emails send by default will be different from that of the automation rule emails.

[Anthony R]

Thanks @Gikku option 2 might be exactly what we need to do.