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

[Kelle Foreman]

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

[Rebekka Heilmann (viadee) · Accepted solution]

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]

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)]

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!

[Joseph Chung Yin · Accepted solution]

@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.