Possibility to change whenever a comment is sent through mail or not, per distinct ticket?

Question

Hi!

In the JIRA Service Desk we have the option to choose between "internal" and "reply to customer" whenever posting a comment. In the settings, you can change the "reply to customer" to not send a mail - or you can have it sending mails to all the stakeholders whenever posting a comment.

However, we are hoping for an option to post a comment in a JIRA ticket without sending a mail to everyone involved - just making it visible through the JIRA Customer Portal. Individually, per case.

I've looked at automations here without any luck. I thought about creating a field value and whenever this value is edited the next comment will switch from being sent as a mail to only be visible through the Jira Customer Portal.

Does anyone have any ideas for how we can solve this issue? Thanks!

Tore Klevstad · Answer

Hi again and thank you very much for answering! :)

Yes, there is something like that I was thinking in regards of the field value.

So I'm sort of stuck on this field. Actions. I can't find a suitable action. The "send an email" option is limited to sending default mails, but not the text that's written in the trigger comment.

The "edit trigger comment" action's visibility only applies to internal and "share with customer".

Appreciate the help!

Dirk Ronsmans · Answer

Hey @Tore Klevstad and welcome to the community!

Your automation with a field value seems like a good one. I would think it like a "enable communication" or "disable communication" flag which you will need to set and then add your comment.

You mention you tried it without luck but what exactly went wrong?

Ive done similar things like this myself but with apps and I don't want to lead you towards those right away :)  (but just fyi, there are apps that allow you to more granulair send out mails based on custom JQL's)