Orange Tracker Internal Notifications

Orange Tracker (OT) projects have two sections dealing with notifications. Notifications are messages sent from the system when certain events happen. For example, the Agents are notified when a new ticket is created and an email is sent to each person, notifying them of the event. The email address will be <projectkey>@su-jsm.atlassian.net.

The OT system now divides the notifications into two sections:

• Internal Jira Notifications are the standard Jira notifications we are used to

• Customer Notifications are only sent to the Customer/Reporter and any Request Participants listed in the ticket

Internal Jira Notifications

Internal Jira Notifications are designed only for the project team. Some Internal Notification Schemes have Reporter listed and these will not trigger a message to the Reporter. The system forces reporters and participants to use the Customer Notifications.

Only OT System Administrators have access to create new notification schemes, edit existing ones, or move your project to a different scheme. Please work with the OT System Administrators for requests.

Standard Notification Schemes

We have created a few standard notification schemes that should work for the majority of the projects within the system.

SU Standard - Level 1 Reporter : Level 1 Watchers : Consultants on Create Issue

This scheme is a bare minimum set of notifications. This scheme limits notifications to the Watcher role.

• Watchers receive an email on Issue Creation, Issue Resolved, Issue Updated, Issue Commented, Issue Reopened, Feedback Request, Work Scheduled, and On Hold.

• Watchers do not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.

• Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.

• Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.

SU Standard - Level 2 Reporter : Level 2 Watchers : Consultants on Create Issue

This scheme takes the bare minimum set of notifications that go to the Watchers from the Level 1 scheme and adds more notifications to the roles.

• Watchers receive an email on Issue Creation, Issue Updated, Issue Assigned, Issue Resolved, Issue Commented, Issue Comment Edited, Issues Comment Deleted, Issue Reopened, Issue Moved, Feedback Request, Work Scheduled, and On Hold.

• Watchers do not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.

• Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.

• Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.

 SU Standard - Level 1 Reporter : Level 2 Watchers : Consultants on Create Issue

This scheme takes the bare minimum set of notifications that go to the Watchers receive Level 2 notifications. This allows the Watchers to be treated like the Assignee and receive the same amount of notifications.

• Watchers receive an email on Issue Creation, Issue Updated, Issue Assigned, Issue Resolved, Issue Commented, Issue Comment Edited, Issues Comment Deleted, Issue Reopened, Issue Moved, Feedback Request, Work Scheduled, and On Hold.

• Watchers do not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.

• Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.

• Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.

Standard Scheme with Reporter Notifications Reduced plus Notifications to Consultants on Create Issue

This scheme has been an existing standard that many projects use. This scheme treats the Reporter and Watchers differently where the Watchers receive the same notifications as the Assignee.

• Reporter receives an email on Issue Resolved and Feedback Request only.

• Consultants are notify that an new issue/ticket has been created.

• Watchers receive the same notifications as the Assignee, which is about all notifications.

• Adding a comment at the bottom of the issue ticket will not send a email to the Reporter.
  
  

• Consultants communicate through the Feedback Request button if they need to ask a question to the Reporter.
  
  
  

Standard Scheme with Reporter Notifications Reduced plus Notifications to Project Managers on Create Issue

This scheme has been an existing standard as well, and the major difference is Project Managers receive an email that as issue/ticket has been created, not the Consultants role. This scheme still treats the Reporter and Watchers differently where the Watchers receive the same notifications as the Assignee.

• Reporter receives an email on Issue Creation, Issue Resolved, Issue Reopened, and Feedback Request only.

• Project Managers are notify that an new issue/ticket has been created. This allows the project managers to assign the issue to the consultant that best suits the issue.

• Watchers receive the same notifications as the Assignee, which is about all notifications.

• Adding a comment at the bottom of the issue ticket will not send a email to the Reporter.
  
  

• Consultants communicate through the Feedback Request button if they need to ask a question to the Reporter.

Details of Notification Schemes

Standard Notification Scheme

Standard Scheme plus Notification to All Consultants on All Events

Standard Scheme with Reporter Notifications Reduced