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: Customer and Internal. Internal Notifications are the standard Jira notifications we are used to. Customer Notifications are only sent to the Customer and any Request Participants listed in the ticket. Customers and Request Participants will not receive any Internal Notifications. Many migrated Jira Notification Schemes show the Reporter being notified on certain events. The Reporter will not be notified by this as it is an Internal Notification. Internal Notifications are only for Agents and Project Administrators of the project.

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 that go to the Reporter and Watchers. This scheme treats the Reporter and Watchers roles very similar, meaning they receive the same amount of messages.

• Reporter receives an email on Issue Creation, Issue Resolved, Issue Updated, Issue Commented, Issue Reopened, Feedback Request, Work Scheduled, and On Hold.
• Watchers receive the same notifications, plus Feedback Received, when the Reporter responds to a Request Feedback comment.
• Reporter does 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 Reporter and Watchers from the Level 1 scheme and adds more notifications to the roles. This scheme still treats the Reporter and Watchers roles very similar, meaning they receive the same amount of messages.

• Reporter receives 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 receive the same notifications, plus Feedback Received, when the Reporter responds to a Request Feedback comment.
• Reporter does 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 Reporter and Watchers receive Level 2 notifications. This scheme still treats the Reporter and Watchers roles different, giving Watchers more visibility to the events of the issue. This allows the Watchers to be treated like the Assignee and receive the same amount of notifications.

• Reporter receives an email on Issue Creation, Issue Resolved, Issue Updated, Issue Commented, Issue Reopened, Feedback Request, Work Scheduled, and On Hold.
• 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.
• Reporter does 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

Standard Scheme plus Notification to Consultants on Create Issue

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

Standard Scheme plus Notification to Project Managers on Create Issue

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

Standard Scheme with Reporter Feedback and Resolve plus Notification to Consultants on Create Issue

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

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

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

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