Configuring notifications for specific work item transitions
The default work item transitioned notification sends work item updates on every transition. If you also choose to reopen closed conversations, the behavior is often undesired because you want work items reopened only when they are transitioned to a "done" state.
You can achieve this behavior by installing a workflow post function in your Jira space workflow. This page walks you through the steps to configure such a post function.
Adding a Workflow Post Function
From the Jira home screen, expand the Spaces section (1) in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking View all spaces (2). Click the context menu button ⋯ (3) and select Space settings (4).
Click Workflows (1) in the left-hand menu and then click Edit workflow (2) in the Actions column. This opens the workflow editor.
Click on the transition arrow (1) for which you would like to notify linked Intercom conversations.
The right-hand transition panel displays transition settings. Click the + button (2) to add a new rule to the selected transition.
In the Add rule modal, click Intercom for Jira (1) under the Marketplace rules section. Select Notify Intercom conversations (2) and click Select (3).
Before the post function is added, you are presented with the post function configuration screen. On this screen, you can choose to have linked conversations reopened (1) when the post function runs.
Finish the post function configuration screen by clicking Add (2).
The post function is now installed in your selected workflow transition (1). Before you finish, remember to click Update workflow (2) at the top-right of the page.
Troubleshooting
If your Workflow Post Function is not working, please ensure that
The Jira space is connected to Intercom
Conversation linking is enabled in the configuration
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