Automation rules to email based on issue status

Question

I'm trying to build some automation rules in Service Desk that will send emails to specific people when the ticket is changed to a different status. For example, when the ticket moves from "New" to "Assigned", an email will be send to the person it's assigned to. And when the ticket is moved to "Request for Closed" status, it would send an email to the ticket owner as well as the managers.

In the list of Custom Rules, I see an option for "A linked issue is transitioned", but we need the notifications to happen even if the ticket isn't linked. And there's an option for "Status changed", but that doesn't seem like it would work since the specific status isn't a trigger.

What am I missing? Is there an easier way to configure this?

Jason_Spooner · Answer

That works with one minor issue. When I use the {{issue.description}} tag in the content section, the resulting email comes out as:

{color:#000000}This is my description{color}

How do I remove the "color" things from the email???

Gikku · Answer

Hi @Jason_Spooner

You can use the Project Automation feature to create a new rule with 'Issue Transitioned' trigger, specifying the from and to statues to be monitored.

Refer the documentation if you need more details