E-mail notification

Question

Hi all,

We have one project group called IT Service Desk.

Under IT Service desk project, we have multiple portal groups.

Is it possible if we can create customize e-mail ticket notification to IT agents to one portal group, once a ticket is submitted by a user.

Please advise

Murad

Marc -Devoteam- · Answer

Hi @Murad Jamal

Unfortunately it is not possible to achieve what you wanted with automation.

There was even an enhancement request to expose the portal group ID via JQL which was not being considered by Atlassian - https://jira.atlassian.com/browse/JSDCLOUD-3472.

The only recommendation that I can think of is use the request forms

Create separate request forms (even though they are the same in the setup), where you can then use automation to test against by the request form name.

If you want to keep the name being the same, then you will need to setup some type of field which you can pre-populate with certain values, then you can further search for it at the issue level to differentiate the different requests.

Cassie the Jira Mechanic · Answer

Murad,
You can achieve this within Jira Automation but first you must find a way to tell Jira which tickets should warrant an email to which group. I actually do something like this similar and I control this using a custom field I created called "location" and using the customer request type.
So my automation looks to see if the location is say Austin and the customer request type is say Access Request then it knows to email the shared inbox for the Austin IT Team Members that handle Access Requests. You can get so fancy and even assign the tickets using round robin or just to an individual based on this design to.

My automation looks like this to achieve the scenario:
 I'd like to point out that you can use pretty much any field to include "components" or a custom field. You just need to somehow make the tickets that belong to them have a way when they are created to tell Jira automation who should get alerted about them and hopefully who should get assigned the ticket.