Email all users on request excluding user who triggered comment rule

[Ryan Hormann]

We currently have customer notifications disabled because we decided to stick with using email rules only. This means customer notification on comment is disabled. I am currently trying to setup a rule that will email all users on a request when a comment is made, excluding the user who triggered the rule/made the comment.

I want the "To" for the email rule to be everyone in these groups: reporter, assignee, request participants, excluding the user from these groups who made the comment.

Is this possible to do?

[Bill Sheboy · Accepted solution]

Hi @Ryan Hormann -- Welcome to the Atlassian Community!

Are you trying to do this with an automation rule?  If so, one possible approach is to:

• combine all the relevant user's email addresses into a Created Variable with delimiters,
• split that back into a list (on the delimiter),
• use distinct to remove any duplicates,
• remove the initiator's email address, and
• use any non-blank remaining values in the notification.

Kind regards,
Bill

[Ryan Hormann]

This worked perfectly. I appreciate the help!

[Ryan Hormann]

Is there a way to setup email replies as ticket comments? Maybe by using the Reply to field?

[Bill Sheboy]

Using the built-in Jira, email handlers, if the responder does not alter the subject or earlier email body, adding a comment is possible:

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

I have not used JSM much, and my understanding is it has similar email parsing to add a comment when a work item key is found in the subject / header scanning:

https://confluence.atlassian.com/servicedeskcloud/creating-issues-and-comments-from-email-1097176738.html

[Casey Vanecek]

When setting up the THEN email part, you can add multiple "To" addresses. I'd add - Assignee, Reporter, Request Participants, & potentially All Customers Involved. 

However, if a user commented is any of the above, they would still get an email. 

Who made the comment in this case would be the Initiator of the automation rule so leave that out of the "To" if you don't want the user who commented to receive the email. 

Hope that helps!

[Ryan Hormann]

What happens if something like the Initiator and the Reporter is the same user?