How to choose a language in an automation rule ?

Question

The JSM project is configured with multiple languages. An automation rule sends an email to each customer with a list of open incidents and their status. I use status.name, but only the default value is returned.

How could I select the status language based on the customer ?

Pasam Venkateshwarrao · Answer

@Florence ULYSSE I thought you are asking about choosing a language in automation rule I have no idea about list of incidents and status names I will try to explore

Florence ULYSSE · Answer

Hi @Pasam Venkateshwarrao ,

Thank you for your answer.

In the email, I'd like to include field like "status". How can I have Spanish status and not the English default status ?

Pasam Venkateshwarrao · Answer

Hi @Florence ULYSSE

Welcome to the community,In Jira Service Management (JSM) automation rule is a bit tricky because Jira doesn't natively expose the user's language  directly in automation rules.

create a custom field (e.g., "Preferred Language"):

Add options like:

English

Spanish

French

Germany

china

Add this field to the request form visible to customers.

Automation Rule Example:

Trigger: Issue Created

Condition: Issue fields condition → Field: Preferred Language = Spanish

Action: Send email (in Spanish), or assign to a Spanish-speaking agent

another method is grouping users by organisations or user groups, where each org uses a specific language.

Then in your automation, use:

Condition: Issue → organisation = "Spain Customers"

Then: Send Spanish email or assign accordingly

Hope this helps