Email Notifications

Question

In Jira service management when a ticket comes through the portal we want the requestor to get a notification when someone is assigned to their ticket. We already have the assignee getting the notification that they are being assigned to a ticket but how do I make it so the requestor gets notified too?

Context: The people putting in tickets want to know when someone has been assigned to work on their ticket so they know who to contact for questions.

Els Bassant · Answer

Hi Kristin,

Welcome to the community!

Out of the box Jira Service Management does not notify requestors when their ticket has been assigned. But you can use Automation rules to notify the requester either via email, or by adding a public comment to the ticket (which will then send an email).

An example of an automation rule to do this would be:

However, in your case it might also help to ask customers to post their questions as comments in the ticket. This keeps all communication related the the ticket in one place.

Hope this helps!

Els

Marcus Jones · Answer

Hi @Kristin Iovanni - Welcome to the community!

One way you could achieve this is through a simple automation. Use the "Field Value Changed" trigger and select the assignee field to trigger off of. You can modify the "Change Type", and "For" fields to further restrict execution to only the events you want to notify on. Then, set up your "Send Email" action and add the assignee to your email so the end user knows who the request was assigned to. Be sure to use {{issue.assignee.displayName}} otherwise Jira will return the user ID.