Sending E-Mails to an agent group when the status has changed

Morten Dieckmann-Keden

Hello,

We are currently looking at the possibility of using Jira Service Management in the Data Center version.
On the topic of email processing, we are looking at the requirement, sending an email to users/groups/ticket system.

As part of ticket processing, it must be possible to send an email to a user, an agent group or a third-party ticket system. It is important that this is possible both manually and automated by an event such as a status change by the ticket system.

We would like to regulate this via automation.

How would this automation rule look like?
How do you change the layout of the email before the email is sent out?

How is this to be realized in general?

Thank you very much in advance.

 

Alex Koxaras -Relational-

Hi @Morten Dieckmann-Keden 

Jira (and JSM) works with notifications schemes and events. This means that whenever there is a change in the status, jira fires a specific event. You can manage all the important people/groups/roles which must receive such a notifications from the notification scheme. Read more about them here https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

Customers have also their notifications, which you can enable/disable according to your likings. You can read about them here https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Jira has also the capability of creating actions which can send out notifications to specific groups/roles/people.