Automation to send emails to the addresses associated with an organization.

[Santiago Fernández]

Good morning everyone, I hope you're all doing well. I have the following challenge: I need to create an automation where, once the "Request Type" custom field is completed in a particular issue, an email is automatically sent to the customers within the organization associated with the issue. As you can see in the first picture, the organization set is Org1, so the email should be sent to the members of that organization (picture 2). I would greatly appreciate it if someone could help me with this. Thank you very much in advance, and take care!

[Joseph Chung Yin · Accepted solution]

@Santiago Fernández -

I agreed with Samuel's statement.  Additional question for you on "Request Type", this field is system default field auto-populated when customers create his/her issues in the portal.  Are you changing the field option via some other process?

Here is the corresponding ask for the Cloud env - https://jira.atlassian.com/browse/JSDCLOUD-4570

Your only other option will be using automation rule setup to create the custom email notification to the organization members when issue is created.  

Best, Joseph Chung Yin

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @Santiago Fernández 

I'm sorry but that's not possible at the moment.

Because the organization field's purpose is to share requests, those who need to receive notifications can be added as request participants or watchers.

There is a suggestion you can vote for Send Notifications to Service Desk Organization Members By Default

Best regards

Sam

[Igor Medeiros - Modus Create]

Hi @Santiago Fernández

I'm not sure if you are open to using 3rd-party apps to solve this, however, I'd like to point out that our app Notification Assistant for Jira is able to send notifications to Organization members.

As you can see in the image above, it allows you to set Organizations a recipient. Once the notification is triggered, it will retrieve the organization members and their email addresses.

Feel free to get in touch if you'd like to know more.