Send customer (reporter) an email they can respond to when automated ticket is created

Question

Hey everyone,

I have been able to set up Jira automation so it creates a ticket with the reporter as a specified Customer but when the automation is run, the customer does not get an email about the ticket creation.

I can add a branch on ticket creation automation to email the reporter, but the email comes from a no-reply email.

My goal is to set up automation so:

* a ticket is opened on behalf of a specific customer.
* that customer gets an email letting them know that a ticket was created.
* they can respond to the email and update the ticket as needed.

Jane Yeoh · Answer

Hi there,

Thanks for reaching out! You're close with your rule. In your Branch rule component, instead of using 'Current issue' which will refer to the issue in the trigger, select 'Most recently created issue' instead which will then act on your newly created issue.

Your rule then will look something like:

Feel free to reach out again if that doesn't work.

Cheers,

Jane

Help Desk_wof26a · Answer

i tried changing the request participant fields and i get a JQL error. can anyone assist?

here is another way i tried it:

Help Desk_wof26a · Answer

A second scenario that could work for me would be:

1. create the ticket

2. change the request participants field (which should generate an email)