How to notify the person who filled out the request and entered their email?

[Sellene Araujo]

I need to know how I can automate it so that whenever a person fills out the form and enters their email, for every action I take on the request they made, they receive a notification at the email they provided, showing the status or any comment that was placed there.

[Suraj Aderogba]

Hi @Sellene Araujo ,

You can automate notifications to the person who filled out the request and entered their email in JSM Cloud by ensuring customer notifications are enabled.

You can follow the following steps to set it up & enable customer notifications

Project settings > Customer notifications.  (As Admin)

Make sure notifications like “Public comment added” and “Request resolved” are toggled ON. This ensures that for every action you take (such as adding a comment or changing the status), the requester receives an email update at the address they provided.

No Need for Extra Automations - For portal-based requests, JSM Cloud automatically sends notifications to the email entered in the form. You do not need to set up additional automations or configure an email channel for this to work.

Very Important: Ensure outgoing mail is enabled in "Jira Administration > System > Outgoing Mail"

To test:

• Submit a test request through the portal using a valid email.
• Perform actions (add comments, change status) and confirm the requester receives notifications.

I hope this can be of help.

Suraj

[John Funk]

Hi Sellene - Welcome to the Atlassian Community!

If the user shows in the Reporter field, then they will get an email anytime a Comment is added to the work item/issue. If it is a JSM project, then it needs to be a Public comment. If the user replies with email, it will be added as a Comment to the work item/issue automatically (assuming that they did not remove the key from the subject of the email).