How can I chase my ticket assignees anonymously?

[Kirsty Craig]

I am looking to send assignees on tickets a chase for action but without them knowing it has come from me.  It could be one of 3-4 "ticket managers" who are behind the chase message.

Is there a way to achieve this through JIRA, or would we need to set up a "dummy" email address and add that as an account within our JIRA instance?

[Joseph Chung Yin · Accepted solution]

@Kirsty Craig 

Hi Kirsty:

I would recommend that you can use Automation for Jira to create rule where you can trigger an action (i.e. send email) to your users - chasing down the issue assignee.  You can specified the rule actor of your choice.  By default, it will be set to "Automation for Jira".  This add-on is part (free) of your JSM cloud installation.

Here is a link for the tool - https://www.atlassian.com/software/jira/guides/expand-jira/automation

Also, there is a tons of available rule templates that you can use - https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Kirsty Craig]

Hi Joseph

Thanks for your response, but unfortunately automation will not work in this case. 

I have no definable parameters for chasing the tickets for updates.  It is a manual selection during ticket reviews of which ones to chase and which ones not to.

It looks like there may not be an in-app solution, and that I may need to create a "dummy" user account to send out the chases from.

Thanks

Kirsty

[Joseph Chung Yin]

@Kirsty Craig -

Thanks for your update.  You can still use automation rule to accomplish it.  You just have to use the "Manual Triggered" trigger.  This automation function allows you to execute the rule via individual issue view screen.

Give that a try.

Best, Joseph

[Kirsty Craig]

Hi Joseph

Thanks, that does actually sound like a solution which would work for us.  I will definitely give that a try.

Thanks

Kirsty

[Joseph Chung Yin]

@Kirsty Craig -

Excellent.  If my suggestion helped you, please click on Accept Answer when you have a chance, so others with similar questions can see this case as a possible solution in the community.

Best, Joseph

[Kirsty Craig]

Hi Joseph

I have had a chance to try this out today, and it works nicely for us.

I've marked it as Answer accepted.  Thanks for your suggestion on this.

Regards

Kirsty