Notify JIRA users from JIRA Service Desk

Question

Is there any way to set event in Jira Service Desk workflow transition to send notification from JIRA Service Desk to JIRA User.

Service Desk agent wants to use a transition for internal communication (between agent & Engineering) and we need to send notification to user group "Customer Engineering" user group.

"Customer Engineering" user group has access to JIRA Software but not on JIRA Service Desk.

JIRA Software & JIRA Service Desk has been subscribed on same Cloud site.

Marty_yvf6sb · Answer

Hi Anil,

I would recommend creating a Custom Automation Rule.

Have you considered using 'Linked Issue has Transitioned' as a trigger?

Anil Kumar · Answer

Thank Martyn for the reply, I had tested Automation option on JSD. Most of options there is same what we can control from notification scheme, good part is we can send email to external user by "Participant added to issue". Problem here is we not have option to hide this "Request participants" from customer portal. Even I have not added this field in VIEW screen for JSD.

Marty_yvf6sb · Answer

Hi Anil,

I'm not on the Jira Service Desk team but I think you can do this using Automation rules.

You can find them in Project Settings -> Automation.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html