Are you in the loop? Keep up with the latest by making sure you're subscribed to Community Announcements. Just click Watch and select Articles.

Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Automation for unassigned ticket


I'm trying to create what should be a simple automation - send an email when a ticket is unassigned. 

In my rules I have these steps: 

If: Matches Assignee is Empty

Then: Send email (goes to group email list)


Send email to assignee

The else fires but not the first condition. 

In my test I am creating a ticket with Unassigned for the assignee. 

2 answers

3 votes
Marc Koppelaar
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Oct 09, 2023

Hi @Steve Suranie 

I expect you this rule executes on the creation of the issue?

Use the Re-fetch issue date action before you if/else statement, this should solve your issue.

2 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 09, 2023

@Steve Suranie -

To supplement what @Marc Koppelaar stated, please note that your notification (custom email action to issue with assignee) action will create duplicate notification to the assignee

  1. The email notification from your automation rule
  2. The system default notification from your JSM's project's notification scheme setup

So you may not want to send notifications to the assignee unless your custom email has custom instructions for the assignee to be aware of.  As you know that we are all dealing with too many emails throughout a day.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Suggest an answer

Log in or Sign up to answer
AUG Leaders

Atlassian Community Events