Cannot add Creator to Notification sceme

Sam Huawey

We have a need to inform request creator when it was resolved. Unfortunately notification scheme does not have this option.

On our portal team team lead can request service for someone else, e.g. for a new employee. On first transition we set Reporter to that employee. And team lead (Creator) has no idea if ticket is resolved or not.

Is there any option to inform Creator when issue is resolved using standard notification scheme?

Nikola Perisic

Hello @Sam Huawey ,

This can be accomplished by automation rule.

For example:

 

Breakdown:

• Trigger - Issue transitioned to "Done"
• Condition - if the Report is not empty, Creator will never be empty
• Action - Send email  - Reporter (since from the request it was asked to inform them when the issue is resolved)

For example for the Action:

 

As a result: