How do you automate an email based on agent input after transition?

Question

My goal is to have the agents type in email addresses into an associated screen when a specific transition occurs. I want to then take the input that the agent has typed in and create an automation rule, where an email is sent out to each email address that the agent typed into that screen.

Is this possible? Can you have the agent type in multiple email addressees? Can you then build an automation rule around that to share the ticket with those addressees?

Thanks

John_h4fy11 · Answer

Hi Andrea, I actually did get this to work correctly.

I had a field called of people to cc in a custom field "Employees to CC",

I had an automation rule where when the value of that field is changed, it triggers sending an email and in the cc field I put {{issue.Employees to CC.split(", ")}}

This gave the desired behavior. Should I remove my own implementation of split? Will I get the same behavior if I take out that call?

Andreas Knecht · Answer

Hi @John ,

Yes this should be possible. You could simple setup a text custom field that contains your e-mail addresses comma separated.  For example lets call this custom field "Email Recipients".

Then in your automation rule, have it triggered by "Issue transitioned" and use the "Send e-mail" action and in the 'To' field use this smart-value:

This will then send an e-mail to every e-mail address entered into the text field (split by commas).

Hope that helps!

Cheers,
Andreas