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Automation rule - help - Jira Service desk

Hi guys,


I am trying to create an automation rule as follows..

IF ( Email To contains OR Email Cc contains ) THEN Set Case Assigned Group Cloud-Help AND Send Email Acknowledgement ICBM with link to caseUpdated

so basically, if the email contains " or email cc contains it will set the case assigned group to our cloud-help project and send email acknowledgement icbm with link to caseupdated.


Any help is much appreciated.

1 answer

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Olga Videc Community Leader Sep 12, 2019

Hello @Dean Mullarkey 

When you say "issue contains" email address, do you mean

the reporter is this address? 

The address is contained in summary or in the description?

You will probably need Automation for Jira plugin, I can help you with the rule just say where will the email be contained.

BR, Olga

Reporter is the address, yes.  


We are operating from cloud so don't think plugins are an option.

Hello Dean 

Jira service desk comes with "default" automation rules

So go to your service desk -> settings -> find automation on the left

Add new rule -> custom rule -> trigger should be -> issue created ->

if issue matches -> reporter in xx (here you chose things) -> then ->

edit issue -> assign issue 

add action -> send an email here you choose to whom will you send an email  and how the email will look like


Also, consider the plugin Automation for Jira it can be used in jira software projects and you can define global rules, offers a lot more freedom

You can automate this using this plugin which is available for the cloud.

Free version

But the part Assigned Group cannot be achieved, the issue can be assigned to users, not to groups, you can send an email to a group.

Great tool automation playground you can test it before any implementation

BR, Olga

Thanks very much @Olga Videc , very helpful.


I have 1 more question.. I am trying to create an automation where it will add a comment to the issue and notifying the peer reviewer.. I am running into a bit of trouble implementing it though.. here is what I have so far:


notify peer reviewer.PNGMy issue is I am unable to get the automation to insert the custom field 'Peer Reviewer' in to the add comment section as it just returns the following when an issue is created:


notify peer reviewer 2.PNG

Olga Videc Community Leader Sep 13, 2019


I don't think you can achieve this I know you can use smart values in comments, I believe this should be a scripted field, you need ScriptRunner plugin for this.

Here is the list of smart values

You could post a question in ScriptRunner part of the community

BR, Olga

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