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Is there a way to send custom fields in Jira Service Desk to a particular agent?

I am looking for a way to send a custom email to one agent including custom fields once a ticket transitions to a certain status.

I believe I would be able to do under Automation rules except I am only able to send emails to the Reporter or Customers Involved.

Is there a way to send to a specific email address?

We are using Cloud version of Jira Service Desk.

1 answer

0 votes
Jack Community Leader Mar 29, 2019

there are some things you can do w/ OOTB Automation, for example you can:

When Status changes

If issue matches (jql)

then alert user (agent/jsw users) or email customer or reporter

so maybe the alert user could meet your needs? beyond that look to an addon e.g. Automation for Jira.

Thanks for the steer on this Jack. 

I will take a look at this now.

An add-on might be the answer also.


Really appreciate your response!

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