Can you send ticket updates to an email address without granting access to log-in?

Question

Hello,

I have been asked whether we can send ticket updates to group email addresses for certain clients. For example, if a ticket is transitioned or resolved, we would like notifications to be sent to the external group email address. However, we do not want anyone to be able to log-in and submit tickets using the group address.

I was wondering if there's a way to implement this functionality? I was thinking that we could add the email address to the organization and removing JSM product access.

Igor Medeiros - Modus Create · Answer

Hi @Daniel Ogulnick,

Are the recipients (people you want to send the email to) going to be stored on a field in Jira? (i.e. reporter, request participant, or a custom field)

Daniel Ogulnick · Answer

Thank you for your response. I am concerned that that will take too many Automation rules, given that this will be the case for multiple clients (who may want to be notified of multiple types of events.) Do you know if it's possible to accomplish this any other way?

Dave LIAO · Answer

@Daniel Ogulnick - hi Daniel!

Yes you can! Consider a Jira Automation rule to email a specific email address.

For example, you could have a rule that:

* Trigger: Issue Transitioned (then pick a specific From and/or To status, depending on your needs)
* Action: Send Email (you can define one or more emails to get updates)

Hope this helps!