Using Direct HTML as an intake template for my team need help getting automated email

[Aguilera_Jordan]

I am currently using Direct HTML to prefill a ticket to use for intake purposes. One way I found to notify member on my team that the ticket has been created is through mentions. Is there an easier way to do this? If not how can I add mentions into the description and have it actually populate? 

[Oleksii Melnyk · Accepted solution]

Hi @Aguilera_Jordan !

Yes, there are easier and more reliable ways to notify your team members when a ticket is created, rather than using @mentions in the description.

1. Automation Rules (Project Settings → Automation):

Set up an automation rule like:

• Trigger: Issue Created

• Action: Add a comment that mentions a user, send an email, or trigger a Slack/Microsoft Teams notification.

2. Add Watchers Automatically:

You can configure automation to add specific users as watchers on the issue so they receive updates automatically.

3. Assign the Ticket Automatically:
If the responsible team member is known in advance, assigning the ticket to them will trigger a notification.


Using @username or <a> tags in the description field (via HTML or otherwise) will not trigger notifications. Jira does not parse mentions in the description the same way it does in comments.

If your goal is to notify someone, the best way is to use an automation rule that adds a comment like: 

Hi [~accountid:abc123], a new intake ticket has been created.

You can use smart values in automation.

Hi [~accountid:{{assignee.accountId}}], a new intake ticket has been created.

[Aguilera_Jordan]

Thank you so much for your response! I was actually able to get the mentions in the description after some digging and it turned out to work for my needs. I failed to mention that my company does not allow me to use power automate so I was looking for a work around.

I am sure this will help someone else in need!