The Help Desk project
Users will often want to get progress updates on their issues after they have logged them. So, instead of business users having to ask for updates, we will proactively update them through our newly acquired knowledge; that is JIRA notifications.
In Chapter 4, Field Management, we added a custom field called Escalation List, which allows users to add who else will receive notifications along with the issue's reporter and assignee.
Another customization we have made is to the workflows in Chapter 6, Workflows and Business Processes, with new transitions. We need to make sure those transitions fire appropriate events and also send out notifications. In summary, we need to do the following:
Send out notifications for the new custom events fired by our custom workflow transitions
Send out notifications to users specified in our Escalation List custom field
While you can achieve both by using other JIRA features, such as adding users as watchers to the issue and reusing existing...
