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notify agents when custom field selected

Nam Lam_hgjaqw

I want to create a custom field called Application. Under application, there are 3 other sub categories such as IT apps, Biz Apps, Business Intelligent.

When a user create a request and select Application -> IT Apps, only IT supports receive email notification. same as when user select Application -> Biz Apps, only business application team receive an email notification.

Application:

IT Apps
Biz Apps
Business Intelligent

Try to look a around but couldn't find any this like this.

Accepted answers

Michael Andolfatto

Jira Service Desk has built-in automation (Project Settings > Automation) that can handle this.

You could set it up so that whenever an issue is created with a specific JQL query (Application = "IT Apps") that it alerts specific users through a comment.

All comments

Michael Andolfatto

Jira Service Desk has built-in automation (Project Settings > Automation) that can handle this.

You could set it up so that whenever an issue is created with a specific JQL query (Application = "IT Apps") that it alerts specific users through a comment.

Nam Lam_hgjaqw

Hello Michael

I'm trying to set it up now. can i send email notification to a group (such as bizapps=which has 3 employees)?

I only see options as Reporter & Customers involved. See pic below

Michael Andolfatto

The out of the box automation is unfortunately pretty limited. To send an email with the above criteria, you'd need an automation plugin such as Scriptrunner or Automation for Jira.

Nam Lam_hgjaqw

@Michael Andolfatto It works now. Understand the limitation of Jira. Thanks for your help.

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