Send email when ticket reaches a certain queue

James Drake_hk1yfr

Hi,

Currently we need to associate an email address with a specific queue. So if any issues come in and meet the criteria of the queue then an email will be sent out and notify the user or group of the new ticket. How could I implement this? 

Thank you in advance for any help.

James 

Esther Strom

Hi, @James Drake welcome to the Community! The simplest way for this to happen would be with an automation rule. 

Depending on your setup, it may require project admin permission to create. If you have access, go to Project Settings -> Automation. Depending on which template your project uses, how old it is, and whether you had previous Service Desk automation set up, you may see an option for Legacy Automation as well; you want the plain old Automation.

Click the blue Create Rule button, and set up your rule. The basic idea is you choose a trigger (issue created, issue updated, version released, etc.), add a set of conditions (if you don't want the rule to run every single time the trigger occurs), and then add a set of actions (send email, add comment, etc.)

The most basic version of what you're wanting to do would look like this:

You'd update the JQL to match your queue, and could then add additional if/then blocks to manage the different queues (you don't need multiple rules.)

There's documentation available online with more detail:

Getting Started Guide

Automation Guide

Be aware that if you create a global rule (one that can run on multiple projects) there is a monthly execution limit if you're not on Premium. There's a table with more info here, but basically as long as you keep it limited to a single project, it's unlimited.