Send email to a Service Management Agent from a JIRA rule

Pierangelo Repetti

Hello,

we are using JIRA and Service Management, both in cloud.

We link each issue in SM to an issue in Jira, managed by developers.

We'd like to create an automation rule that sends an email to the assigned SM Agent when a developer adds a comment to the JIRA linked issue. I think the rule should be created on JIRA's side.

Is that possible and how ?

 

Thank you

Pierangelo

Gideon Nolte _Eficode_

Hi @Pierangelo Repetti

here's a simple 6-step solution to your use-case:

1. Configure your rule to apply to multiple projects (your SM and SW project)
2. Start by using an "Issue commented"-Trigger to act on incoming new comments.
3. Add a condition that will only consider issue comments in you SW project (GCS in my case) - you might want to add more conditions in order to filter down the scope of considered issues.
4. Follow up with a branch rule over "Linked issues" and configure the branch rule with your required link type and restrict the considered project to your SM project.
5. Inside the branch rule you might want to filter out some cases in which the SM assignee should not be notified e.g. when the issue is closed already.
6. Finally you can use the "Send email"-Action to notify the agent, like this:

To:      Assignee

Subject: New comment on {{triggerIssue.key}} by {{triggerIssue.comments.last.author.displayName}}

Content: {{triggerIssue.comments.last.author.displayName}} wrote: {{triggerIssue.comments.last.body}}

         View the Issue <a href="{{baseUrl}}/browse/{{triggerIssue.key}}">here</a>.

 

All together it should look something like this:

Hope this helps. Let me know if this solved your problem or come back to me with your audit log in case something did not work as it should.

 

Greetings 
Gideon