Is there a way to setup an automatic default message when you change the status of a ticket?

[Sean Kinnear]

When a customer sends through an improvement suggestion, we change the status of their ticket, depending on what we decide to do with it. Is it possible to set up an automatic default message/response for certain status changes?

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Sean,

I think you could do this with Service Desk Automation.  When (Trigger) is when status changes.  Your Then (Action) could either be a comment or send a customer notification.

It's all built-in

Hope that helps

Susan

[Jack Brickey · Accepted solution]

If you want a specific status change you will need an add on app. I use Automation  for Jira but there are others for sure. If you want to notify for any status change you have that natively.

[Alexey Matveev]

Hello,

You would need a plugin for it.

For example, you could use the Power Scripts plugin:

https://marketplace.atlassian.com/apps/43318/power-scripts-jira-script-automation?hosting=cloud&tab=overview

You could the SIL post function to the required transitions, which would send a email. More about how to send a email you can find here:

https://confluence.cprime.io/display/SIL/sendEmail