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automatically e-mail a knowledge base article after a service request

Hello!

I'm trying to set up an automation rule for service request, where a pre-defined article from our knowledge base is e-mailed to the user after specific service requests. Kind of like:

"It looks like your issue is related to XXX. Please attempt the following troubleshooting steps while we look into your issue". In this case, XXX is an article we've manually linked

I've seen how forms could be attached, but I was wondering if there's any way to link articles to automatic emails in Jira?

Thanks for your time!

Accepted answers

Brant Schroeder

Customer notifications in JSM are not specific to the request type. You would have to use automation on issue create to send an email out based on the request type created with a specific message and link to the article.

You can also look at an app like JEMH - https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview

Frederic Chartrand

Hi Claire,

@Brant Schroeder answer is effectively how you can do that.

But I could suggest something else too, so you don't have to send an email.

In your form, you could add a text and the link in the "Instructions" field. This way, the moment a customer see the form attached to this service request, you display informations and the link on the top of the form.

Have a nice day

Frederic Chartrand

FMX Solutions - Gold Solution Partner

All comments

Brant Schroeder

Customer notifications in JSM are not specific to the request type. You would have to use automation on issue create to send an email out based on the request type created with a specific message and link to the article.

You can also look at an app like JEMH - https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview

Frederic Chartrand

Hi Claire,

@Brant Schroeder answer is effectively how you can do that.

But I could suggest something else too, so you don't have to send an email.

In your form, you could add a text and the link in the "Instructions" field. This way, the moment a customer see the form attached to this service request, you display informations and the link on the top of the form.

Have a nice day

Frederic Chartrand

FMX Solutions - Gold Solution Partner

Hello Brant & Frederic,

Both your suggestions helped me get what I needed! Currently testing out both options to see what works best for us.

Have a great day,

C

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