Run automation based on selected dropdown field from custom field

[Ryan Chown]

I am having to set up a CS support system using Jira (I am very new to jira) 

I need to trigger custom emails based on the selection from a field dropdown within a custom form. 

I have looked at linking the Field, but all the options seem to overwrite it from being a dropdown. 

Honestly, im just sorta lost (this was a 10 second job in freshdesk, and i imagine it is here too, if only i knew) 

[Yogesh Mude · Accepted solution]

@Ryan Chown If you are talking about the JSM FORM field then Unfortunately, one cannot pull information directly from FORM's element in the CLOUD env at this time unless the field is mapped to Jira/JSM issue's field.  Therefore, you cannot use automation configuration without linking the form field to jira/JSM field.

[Ryan Chown]

Thank you. 

Ok, so it would seem i have / am attempting an impossible. 

Would you have any advice on the best field to map to (as the point of dropdowns is to remove the issue of user deviation for selecting the issue (typos etc etc) 

[yqiao]

Hey there I think we might can achieve this by following steps:

1. Go to Project Settings → Automation
   (Or, from the top menu: Project settings > Automation)

2. Create a New Rule
   Click “Create rule” or “Add rule”

3. Set the Trigger

   • Choose Field value changed as your trigger

   • Select your custom dropdown field as the field to watch

4. Add a Condition

   • Add a Condition: “If: Field equals value”

   • Choose your custom field and set the value to the dropdown option you want to trigger the email for (e.g., “Urgent” or “Billing”).

5. Add the Action

   • Add an Action: “Send email”

   • Set up your email content, recipients, etc

6. (Optional) Add More Conditions/Branches

   • If you want different emails for different dropdown options, you can add “If/Else” branches for each value, each with its own email action

7. Save and Turn On the Rule

[Ryan Chown]

I must be using the wrong terminology

My custom field is just a named dropdown field within a created form 

it does not appear in the Field Value change list (or when searching)

[Stephen_Lugton]

Hi @Ryan Chown 

The approach I would recommend is to get a product admin to create a new custom single select field for you, you can name it the same as the field on your form, and ask them to include the same options you have in your existing dropdown field.

You can then link this new custom field to the field on your form, and since the custom field is effectively a dropdown it will still be a dropdown on your form.

As @yqiao suggests you can then use automation to trigger the custom email send.