Is there a way to automatically send confirmation emails to individuals through a ticket?

Question

Does JSM have the functionality to to automatically send confirmation emails to any other provided email addresses in a ticket?

Ex: I submit a access request form and I need my manager and anyone else listed to get a notification that I have submitted the form.

Mikael Sandberg · Answer

Are the fields in your form linked to Jira fields? Currently that is the only option in order to use those emails in an automation. Atlassian is releasing an API for Forms in the near future (scheduled for Q2 2023) that would allow you to read the answers in the form that you could use to get the emails entered in the automation and then send the email to them.

Graham Donen · Answer

Thanks Steve for responding! I essentially have a workflow in place where a new employee submits a form requesting access. In the form, the employee/manager puts down both emails (i.e the employee and the manager).

As of right now I have it so that upon submission of that request form a ticket gets created. I would like it to automatically inform the necessary parties when the ticket gets created (i.e send a email notification to both the employee and the manager that the form has been submitted and that my operations team is now working on getting that employee access).

Does that clarify the scenario? Is there a rule or automation system in place that can help with this process?

Steve Long -Evelon- · Answer

Hi @Graham Donen

To confirm, where exactly are you providing the additional email addresses in the ticket? Or do you not have this set-up yet?

You probably want to check out Request Participants - this is typically how you would share tickets with other individuals in your organisation, for them to have visibility of the progress. Doc for ref: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Assuming they have an account within the platform, you could do this and the ticket would share all updates with them.

Hope that helps - Steve.