Automatically add customer as participant to new issue + instant notification

Question

Hi there,

I am unable to make this work properly, hope somebody may help me with this:

- Manually create issue in UI

- instantly add certain customer as participant using Automation (I actually have one rule that assigns the correct request type, the correct assignee plus adds the mentioned customer as participant to a new issue)

- then get Jira to automatically send a proper 'new issue created' mail notification to all participants (of course including newly added customer) based on the Jira standard HTML template that has those interactive links to the portal, to unsubscribe, participants list, etc

When I add 'send email' step to the above mentioned automation rule for new issues I can't manage to send the right 'type' of Jira HTML project notification mail but only a kind of one-time text message that doesn't have the same 'interactive' / reply functionality as the project notification mails do.

In 'project notifications' on the other hand I'm able to add a custom notification that is triggered by 'participant added' condition and which sends the right type of HTML template mail, however this rule is not triggered by the automation rule adding the participant during issue creation in the first place.

I must admit I'm kind of lost regarding what the right steps to achieve this might be, reading the abundance of posts here around automation, participants and notifications.

I believe the problem might have to do with automation rules and notifications working differently and independently from Jira core (?) project notification rules.

Would be great if someone could sort this out!

Thanks

Philip

Erik Groot · Answer

@Charlie Gavey 
I have the same issue as Philip above, where the "participant added" customer notification in my JSM project will not trigger is a Request Participant is added to a ticket via automation when a ticket is created.

I have confirmed that the notification itself is working correctly, as manually adding a request participant does send out the customer notification.

Can you help my achieve a solution for this? Our customers are now missing valuable notifications.

Thank you in advance!

Charlie Gavey · Answer

Hi Philip,

Updates resulting from Automation rules should trigger the same notifications as updates made manually by the user, so you should be able to manage this notification through project notifications.

In the first instance, it could be worth confirming that the custom notification you've created via project notifications is working as expected - are you seeing this notification be triggered if the participant is manually added?

Cheers,

Charlie