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Automation: Send Email

Joshua Munoz

I want to create a rule that notifies individual users via email when specific types of Service Requests are generated, but I only have the option to email the Reporter or Customers Involved. Is there a way to add individual emails or make groups that will show up as options?

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Gerry Tan

Try the "Alert user" THEN action, this will result in an internal comment with at-mention to the specified user – which will trigger email notification – depending on your notification settings.

Joshua Munoz

Gerry,

That's great. That's the answer to exactly what I asked. Sadly, I realize I didn't ask the right question. The emails I'd like to send would not be to agents, but employees that will not be working on tickets or logging into JIRA Service Desk.

In this case, we have managers who are liaisons to our various customers. They like to know every time a ticket is generated for their customers. They never work on tickets at all, but just want to be in the loop on when tickets are generated for their specific clients.

Is this a possibility with JIRA Service Desk?

Gerry Tan

How about this:

Add the manager into Service Desk Team role (through Project settings > Users and roles).
Use "Add comment" THEN action, then do @ mention to the manager in the comment text. Make the comment internal so the customer won't see it.
Once the rule triggers and the comment added, manager will receive an email

According to my testing this will work even if the manager is unlicensed.

Joshua Munoz

Gerry,

That's perfect! Thanks so much.

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