Exclude email list in Jira automations

Question

Hey,

I have an email list. I want to use this list in Jira automations, but only to exclude it.

This means that if someone from the list makes a request, an automated response should be sent out.

How can I add such a list or individual email addresses in Jira automations to exclude them? Because if an email address is not stored in the system, I cannot exclude it (see screenshot).

Best regards,
Oliver

Tomislav Tobijas · Answer

Hmm, I think I get it. Although, the question is - how big is this email list? Are we talking about dozens of hundreds of emails?

I was thinking of maybe using Lookup table action to store all emails and then check if the 'reporter'/author is in that list.

The other (potential) solution would be to handle this on the email handler side (I'm guessing you're using emailed requests?). Something like > if the ticket isn't created (would need to review how to achieve this), email handler sends out the notification and not Jira automation.

Basically, the question is - are you only using emailed requests and not the portal? Also, are we talking about a closed/non-open portal (users cannot create their own accounts)? Generally, what's the business/use case here?

Service Desk_0ixi48 · Answer

Hey,

Thank you for the answer.

I've attached the screenshot, but somehow it didn't work.

I'll try again.

Okay:

I'm trying to create an automation in Jira for our support system.

The automation works perfectly.

The only problem is that I can't add a customer list, not even individually.

The automation works like this:

A case is opened, if the author is in the email list, the email ends up in support. The list basically contains customers.

If a case is opened and there is a certain keyword + the author is not in the list, i.e. an interested party, then an automated reply should be sent.

As far as I've tested it, the process works.

I just can't add our customers.

Is there a way to add the list as a group? I'll add all customers individually if I want.

Unfortunately, I can't find a way to exclude emails.

Best regards,
Oliver

Tomislav Tobijas · Answer

Hi @Service Desk ,

Can you maybe explain the process here a bit more? For example, are we talking about Jira Service Management or Jira? As for these emails, I'm guessing we're looking at who created the item (who's the Reporter).

If I got it right, you'd like to send 'custom email' to all those users who are on this list.

Also, are you using widgets or issue collectors for users who are not in the directory to create new items?

Btw, the screenshot is missing 👀

Cheers,
Tobi