How to setup support team notifications? (OD-1497)

Artur opened 2 years ago

Here is our use-case:

We have several customers and we create a separate project for each customer. So, each customer can report/open support issues within own project. This is to ensure customer privacy and better tracking issues for each customer.
Each customer's project is a child of "Customers" parent project.
We have a support team, people who are supposed to respond to customers' issues and assist in resolving problems.
I created "Support" role with "Issue Management" permission
Then I created "Support" group and added it to the parent project "Customers" with "Support" role
I added a few users to the "Support" group.

Now, the users who are in the "Support" group can access issues in customers' projects. This part works great and no problems here.

However, there is one remaining problem I cannot find a solution to. How to configure 1dev to send email notifications to support group members when a new issue is opened in customer's project.

Please assist. This is the last but a major element in our 1dev setup to work in our case.

Activities

Robin Shen commented 2 years ago

You may create a custom field say Assigned Group with default value set to Support. And make this field only applicable for project Customers/**

Then everytime a new issue is opened by your customer, all members of support group will be notified.

You may also edit role of your customers to exclude this field from editable fields.
Artur commented 2 years ago
Thank you for response. I tried to follow your suggestion but it does not work quite yet. So, I created a new Custom issue field with the following settings:

Type=Group

Name=Support Team

Available Choices=All groups

Default Value=Use specified default value

Value set to "Support" group

Include When Issue is Opened=ON

Applicable Projects='Customers/**'

However, when the issue is created, the custom field is not added to the issue and, hence, no notifications are sent to any support member. Issue is added to the project: Customers/Neverhood

And we create issue using REST API as we integrate our external system with 1dev.

Any suggestions are very much appreciated.
Robin Shen commented 2 years ago

If you are creating issue via RESTful api. You no longer need to specify default value of this field. Instead, specify the value explicitly via fields: Support Team = Support:

https://code.onedev.io/~help/api/io.onedev.server.rest.IssueResource/create
Artur commented 2 years ago

Do I need to explicitly specify this field in rest api? Is there a way, that this field is automatically added to each issue created via rest api, even if it is not specified in rest api call?

I mean, something like a mandatory field automatically added to issue.
Robin Shen commented 2 years ago

Fields will not be added automatically if open issue via RESTful api. All fields need to be added explicitly.
Artur commented 2 years ago

Thank you, I will try that and let you know if it worked.
Robin Shen changed state to 'Closed' 2 years ago
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OD-1497