How do you set up the alert user automation using a customer user?

Question

I have been trying to set up the following automation to alert a customer who is a shared mailbox for an organisation in my service desk, however the customer user dows not show up in the list of options when I open up the alert user section.

Automation:

When comment added: public

AND

Organisation = [customer organisation]

Alert User - [shared mailbox customer]

The customer does not show up in the user list and when I type in the customer email it does not allow me to proceed.

Does the user need to be a Jira user and not a service desk customer for this?

I have tried to alternatively set up when public comment added and organisation = [customer organisation], edit issue: field = request participant, however this field does not show up in the drop down list of fields either.

Any suggestions???

Ismael Jimoh · Answer

hi @Leah Willis Alert users to my knowledge is intended for agents (or other licensed users)only. It is not designed for notifying the customer. Why not use automation for Jira’s email user operation instead as I see you mentioned you use Atlassian cloud.(this is found under the Automation and not legacy automation section). See: https://.atlassian.net/plugins/servlet/ac/com.codebarrel.addons.automation/cb-automation-project-config?project.key=&project.id= Under action, select send email and in your to field either parse the customer email directly or via a field(recommended).