Create a custom e-mail notification for Jira Service Desk agents

Question

Hi all,

on a Atlassian community page I've found this "pro tip":

"Pro tip: To create custom email triggers, go to Project setting > Automation and create a new custom rule. Set up your triggers and use the "send email" THEN action."

The problem is, that i cant select the "send email" THEN action. The option is not available.

I'd like to create a custom email notification to a group of agents, when in the helpdesk ticket a custom field called "category" is set to a specific value.

This custom field is necessary, to sort the tickets into queues.

Example: the "category" custom field value is set to "workstation problems". Then the ticket will be sorted into the queue for the "worksation problem". Simultaneously an e-mail notification to the matching agents should be triggered.

I hope you understand my problem.

Is there any solution for this problem?

Greetings

David Friedrich · Answer

Hi Lucas,

first, have you thought about using the "components" feature to categorise your tickets?

Anyhow, it should be possible to create an automation rule for this one that sends mails. Its a basic feature. Maybe you could provide a screen or go more in to detail?

If the built in automation feature is not giving you all the things you need (ie triggers are very limited) you should take a look at Automation for Jira add-on by code barrel.

unknown · Answer

Create a Select List with exactly the same string of characters in the groups of your service desk agents, and set the notification scheme with this field (yes, you can, it is the same as Custom group field notification).

Then, use this select list in a screen to set the value manually or use an add-on to set the value automatically.