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Automation for Auto Assign and Mention in the Comments


I am trying to create an automation, I have had so much trouble with this task though.


when an incoming ticket is created that needs review - assign a person from a list AND mention them in the comments.

What I have tried:

Automation - When: Issue Created, If: Issue Matches JQL, Then: Assign the issue to, And: Comment, And: Send Email - Assignee

Issue - 

Send email
There is no value set for the field:
Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty.


SO then I made a second

automation - When: Issue assigned, If: Issue matches JQL, Then: Add Comment to Issue, And: Send email - Assignee

Issue - 

only gets triggered when a user manually changes the Assignee.... not when the automation does it - which is what I was trying to solve for.

With multiple attempts & research, I am stuck on what I thought would be a simple problem. 

Please help!

1 answer

1 accepted

0 votes
Answer accepted
Mark Segall Community Leader Jul 28, 2022

Hi @Madison Brooks and welcome to the community!

This is totally, possible, but I have to ask why there is a need to go through all three mechanisms of notification?  Provided the notification scheme is set up for default behavior:

  • Assigning the issue will send the assignee an email
  • Commenting with an @mention will send an email
  • Send Email function will obviously send an email

This means that every time the team member is assigned an issue they will get at least three emails (not counting any subscriptions they may have set up for themselves).


The email was mostly just for testing why my comment was not working, my real goal is to have the user mentioned in a comment on the ticket so that they receive a jira notification (our team only works on @ mentions).


How can I get the assignee to not be null (as seen by my email error) so that I can use it to be mentioned in a comment on the ticket?


I think found the answer to my question elsewhere.

I believe I needed the re-fetch issue data action? Then the assignee will be populated and I can use it to @ mention them in my comments.

image (31).png

Quick suggestion, next time could you please also provide the solution while also asking your question? Saying it "This is totally, possible, but" was not a useful solution to my issue.

If you have other solutions please share as I am excited to learn more about Jira!


Like # people like this
Mark Segall Community Leader Jul 28, 2022

Sorry got called away after your response.  I didn't have an exact solution on my first answer until I had additional context in your second and by the time I got back to this, you had found a solution on your own.

You are correct that this is a good scenario for the re-fetch action.  If the rule sets the assignee then attempts to take action on that assignment, the rule may still be working under the initial fetch where the assignee was empty so the re-fetch helps recalibrate midstream.

I'm glad you were able to find a solution and hopefully you understand how our wires got crossed between comments... I don't typically "lecture and run" as a practice. 🙂

Like Madison Brooks likes this

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