In a portal, is it possible to notify one mailbox or another based on a field in JIRA?

[Andrea Dieguez]

To put it in context, we have a portal to include tickets requested from a team.
In most cases that team works globally for several regions, however for a couple of requests.
The local team is in charge of managing them, that is why we would like that, for these types of requests depending on the selected office, the ticket is notified to one mailbox or another.

Is it possible to do this functionality in a portal?

[Kai Becker]

Hi @Andrea Dieguez ,

hopefully I got your problem right. You are trying to notify different teams about new requests, depending on the team?

you could try the following setup:

• Create user groups for the different teams
• add a new custom field with type group picker
• add field to the corresponding issue screens (in the agent view)
• setup an automation rule with
  • trigger: issue updated, with field value for the new custom field
  • action: email notify to members of the group field value

With this setup, everytime the group field is populated, a mail will be sent to the group members.

hope this helps.

[Andrea Dieguez]

Hi @Kai Becker mmm what I need is when filling out a request I have a custom field Office with several possible values (Office_field values: Office 1, Office 2...) and depending on the selected office I want the ticket to be assigned to an agent group or to other (agent_groups: agent_group_Office1; agent_group_Office2...).

As far as I understand and your answer, it can be done as you say using an automation rule:

trigger: issue with Office_field value
action: agent_group assigned depending on the Office_field value
then
email notify members of the agent_group

I guess it's the same as what you're saying, but instead of assigning it directly to a group, I want the group to be automatically assigned based on the office.

Excuse my ignorance, I am new in JIRA SM and I was unaware of the power of automation rules

Thank you very much!!!