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Can I set up an email notification when request is complete?

Kelle Foreman January 4, 2024

I'm using Jira Service Management.

I'd like to have our department email receive an email notification whenever a request is closed/marked done/etc.

I thought it would be in one of the areas below.

Under settings and Customer notifications, I found a "Request done" but could not figure out how to add our department email to the listing.

Under settings and Internal notifications, I could not find a "Request done" in the Event listing.  I tried adding a notification, but the only option was to add one when a comment was deleted.

Any guidance would be appreciated!

Kelle

Screenshot 2024-01-04 142646.jpg

Screenshot 2024-01-04 142714.jpgScreenshot 2024-01-04 143058.jpg

2 answers

2 accepted

4 votes
Answer accepted
Rebekka Heilmann (viadee)
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 4, 2024

Hi @Kelle Foreman 

You can use Jira Automation for that.

Trigger: Issue status changed (or field changed and check "Resolution")
Action: Send email

You are free in who to send what message in Automation and just need to find the right trigger/condition.

Note though: There are limits on Rule executions now, so depending on how many issues you have a month, you want to be aware of that.

Also: Make sure it's not just yourself that wants to receive that email ;) ("I'd like to")

 

An alternative not using automation would be to create a filter showing all tickets resolved/moved to done within the last hour and then subscribe to that filter every hour (or any other timeframe). You can subscribe single users or groups to filter results.

Kelle Foreman January 4, 2024

Thank you for that.

Can I set it up so that the details from the request print in the body of that email notification?

Rebekka Heilmann (viadee)
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 5, 2024

Yes, assuming the infos are in issue fields?

You can access the fields with smart values: Smart values in Jira automation | Cloud automation Cloud | Atlassian Support

Example below:


Hello {{issue.reporter}},

your issue {{issue.key}} has been resolved.

Have a great day!

1 vote
Answer accepted
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.
January 4, 2024

@Kelle Foreman -

Hi Kelle:

I agreed with @Rebekka Heilmann (viadee) suggestion on using Automation for Jira rule setup.  You can access the following reference links to gain/learn on this excellent functionality provided within the JSM product 

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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