When an agent makes a comment, how can an email be sent to the user who created a ticket?

[Dennis Gomez Hernandez]

Hello!

I am playing around with the features before showing this to my director. Like other ticketing systems, you normally get a notification through email for every single edit on the ticket. Could this also be done? We would like to use the ticketing platform for our IT and Customer Service teams.

[Andrea Robbins]

Great question, and I'm going to get into the technicalities of what JSM considers the "creator". There's two fields, the Reporter field, which is the requester, but in the backend, there is also the Creator field that is not visible or available to add to any screen (sort of like Created or Resolved).

Creator can = Reporter, but the thing is that anyone creating a ticket in the portal who has a JSM license can select, another person on the Request on behalf of field. When this occurs that person selected is the Reporter, but the REAL creator of the ticket is the Creator field.

With that said, if you want the email to go to the Requester and request participants, you can use the out of the box customer notifications:

If you want it to go to the actual creator, you will have to create an automation rule and use the {{issue.creator}} smart value where the trigger is comment added.

However, what I would recommend is to go with the OOTB notifications, and create an automation so that upon creation, if the Requester != the Creator, add the creator as a request participant, and then the user will get the OOTB notifications. Easy fix!

[Mikael Sandberg]

Hi @Dennis Gomez Hernandez,

Welcome to Atlassian Community!

Yes, that is one of the default customer notifications that will trigger on Reply to customer comments. And it will send it to request participants that have been added to the ticket as well.