an inquiry on workflow

Kathy_Niu

Hi,

i have an issue from customer and need techniqual team's support, i need forward this issue to T2 engineer and let them answer the customer.

How can i forward this issue to other engineer's mailbox ? I tried to add 'need approve' and filled the engineer's email address in workflow but it didn't work.

thanks very much.

 

Daniel Eads

Hi Kathy, welcome to the Atlassian Community.

On this public forum we answer questions about how to use Atlassian products such as Jira, as well as promote best-practices and try to have fun!

There are a few ways in Jira to notify someone else you need their input:

1. @mention them in a comment on the issue - this is the most straightforward way to ensure they get an email. If you're doing this in a Service Desk project, I would recommend making an "internal comment" rather than "respond to customer" @mentioning the other engineer and asking them to assist.
2. Change the "assignee" on the issue to be the other person. In most setups, this will generate an email to the other engineer.
3. Create a new issue in the engineer's regular project and use an issue link to show it is connected to the issue you're working on now. This requires you to know what project the other engineer is typically working out of, and what issue type to create in that project.
4. Depending on your setup, there may be a transition in your workflow to escalate the issue to another engineer. You'll need to ask a project administrator or Jira administrator to let you know if something like this is set up in your project's workflow. While escalating an issue through a workflow transition is common, the setup would have been done by a project/Jira administrator at your company, so I can't advise you on what exactly you need to do in your workflow to get the other engineer's attention.

I hope that helps explain a couple ways you might get the other engineer's attention! In my opinion, the quickest way forward here would be to @mention them (to send a notification right away) and also ask a Jira administrator at your company for guidance on how this is typically done for your project.

Cheers,
Daniel