Send ticket to external email if a specific status is selected

[Hanno-Wybren Mook]

Hi we want to implement Jira Service Desk for a wide range of issues we have. For some issues we are working together with a third party who is handling som of our issues.

Is it posible to send a issue (possibly with all comments) to an external email adres when a specific status in the work flow is selected?

[Liam Green · Accepted solution]

Hi @Hanno-Wybren Mook 

This isn't something that is possible with Jira out of the box - you would need to use a marketplace add on.  We use Email this Issue, which has this functionality.  We don't specifically use this bit of it so I can't comment on that aspect, but overall the app is great.

Hope that helps

Regards, Liam

[Hanno-Wybren Mook]

@Liam Green, Thanks! We'll try to find a work around for now, because $10 a member is quitte something for us to add in right now.

[Liam Green]

@Hanno-Wybren Mook the fee is a flat $10 for up to 10 users per month, after that it is $2 per user (e.g. if you had 20 users it would be $40) but I do agree it is a potentially expensive add on, especially if you don't need the other features.

A potential work around would be to grant a licence to your third party and have them use the service desk too - but depending on your requirements this may not be practical.

Another potential workaround would be to add your third party as a customer, then create a linked issue for each issue that you want to forward to them so that you can email back and forth with them on the linked issue - it's a little messy but would work.

Regards, Liam

[Hanno-Wybren Mook]

@Liam GreenThanks again. Will try these workarounds and see what works for us!