I am trying to send an email alert to our agents when a specific customer as created a Critical or Major issue. I have done this on the old automation but it does not send an email it just adds a comment to the request.
Hello @Julio Banegas why not use the latest automation addition? It's should be pretty straightforward there. Nevertheless I would suggest you have a special queue for those requests. An agent should be focused on the queues rather than checking their emails to see if something new has happened in Jira
Thank you for reaching out to Atlassian Community!
When using the automation to alert agents, they should receive a notification, unless they have disabled notifications for mentions.
If the automation only adds a comment without mentioning anyone, then they would only receive a notification if they are watching the issue.
The option that Hernan mentioned is a great workaround for this case because you can send an email to a group, role, or specific agents.
Please, go to Project settings > Project automation (Classic project) or Project settings > Apps > Project automation (Next-gen project) and create an automation rule like the one below:
Hope this helps!
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