Send custom email notification when a particular request is created

[Tony Dyson]

I have created a "Printer Faults" request, based on the Service Request issue type. The request allows customers to log a ticket where they select a printer from a list of assets, and describe the fault.

What I would like to happen when the request is created is for an email to be sent to a single email address, merging printer information taken from the asset attributes, and including the fault description. This email would go to the external company that deal with our printer faults. The external company is not set up as a Jira customer, so alternatively the email could go to an agent and a MS Exchange rule could forward it to the company.

I cannot find any way in Jira to set up an email notification for a particular request or issue type. I think I would need to set up a new notification template with the asset attributes as merge fields, but again I can't see a way to do this.

Is what I'm asking actually possible? Any advice gratefully received!

[Kai Becker · Accepted solution]

Hi @Tony Dyson 

welcome to the community and thank you for your question.

For the scenario you described, I would highly recommend the usage of an automation rule. There is a detailed documentation which describes the needed steps and and available actions.

The Send email action would be the one you need. Using smart values, it is possible to extract issue data and send it with the mail. 

Hope this helps you to get started. If you struggle, feel free to ask again 🙂

[Tony Dyson]

That's great Kai, thanks for the quick response. I was vaguely aware of automation rules but hadn't thought to apply them in this case, so I'll go off and give your suggestion a try.

Regards

Tony

[Tony Dyson]

Hi Kai,

Just thought I'd let you know that I've been able to do exactly what I needed by creating an automation rule. Getting the smart values into my email from the printer asset was a bit of an adventure, but I got there in the end. The format is eg {{Affected Printer.Serial No}} where "Affected Printer" is the name of the asset list field in the request, and "Serial No" is one of the service attributes, if anyone's interested.

Once again many thanks for setting me on the right track!

Tony

[Kai Becker]

Hi @Tony Dyson 

thanks for your feedback. Love to hear that ✌️