Use automation instead of configuration to send notifications

Question

Currently, we have configured our organization to "automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise".

Now, not all customers want to be "spammed" with notifications each time one of their colleagues opens a ticket. Some customers may even not be interested at all in the feature. Some others may be interested in only specific requests.

Is it possible to acheive similar, but more flexible results (i.e. notify a list of users from the organization uppon issue creation) using an automation ?

Like, uppon creation of ticket, if customer has subscribed to notifications, send mail to all users of this customer who opted-in to receive the notifications.

Jean-Francois Stenuit · Answer

Hi Stephen,

This is going in the right direction. Now I have set-up like this :

* custom field at the "Organization" level : WantNotifications (checkbox/boolean)
* custom field at the "User" level : ShouldBeNotified (checkbox/boolean)
* automation :* trigger : issue created
* if organization.WantNotifications is true
* then for each user in the organization* add user as watcher if user.ShouldBeNotified is true

Is it possible to access custom fields from {{ }} smart values ? Are there a smart values for organizations ?

And, above all, is there a "debug" mode to navigate through all the possible smart values ?

Jean-Francois Stenuit · Answer

Unfortunately, the type of notifications is done at project level, and not at company (group of users) level.

Walter Buggenhout · Answer

Hi @Jean-Francois Stenuit and welcome to the Community!

I am not sure if using automation is more flexible. While it does allow you to be more specific (there are multiple triggers you can use to send notifications and you have more control over the content of your email message using smart values), I would strongly recommend to first properly tweak your customer notifications. (one of the main reasons is that you have a limit to the number of automation rules you can run each month and using this for automating email requests may quickly add up, while there are other ways to do this).

In project settings > customer notifications you will first of all find that there are several events sending out notifications. You can enable / disable the events that trigger emails to reduce the amount of spam you refer to. It often helps to only enable the customer notifications for issue created / issue commented / issue resolved, so you only send emails when you absolutely need to inform your customer or are requesting a reply.

When you dive into the details of a notification, you will be able to specify who is being sent to (e.g. only the reporter of the ticket or everyone the ticket is shared with).

Hope this helps!