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Is there a way to send custom fields in Jira Service Desk to a particular agent?

Is there a way to send custom fields in Jira Service Desk to a particular agent?

I am looking for a way to send a custom email to one agent including custom fields once a ticket transitions to a certain status.

I believe I would be able to do under Automation rules except I am only able to send emails to the Reporter or Customers Involved.

Is there a way to send to a specific email address?

We are using Cloud version of Jira Service Desk.

1 answer

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there are some things you can do w/ OOTB Automation, for example you can:

When Status changes

If issue matches (jql)

then alert user (agent/jsw users) or email customer or reporter

so maybe the alert user could meet your needs? beyond that look to an addon e.g. Automation for Jira.

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Thanks for the steer on this Jack.

I will take a look at this now.

An add-on might be the answer also.

Really appreciate your response!

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