How do I notify users on the original ticket when a related issue is resolved?

[Kerri Shirey]

I have a ticketing system for Customer Support.  When we need to create an issue to resolve the ticket on our development board in Jira Cloud, we want to resolve the ticket but have an automation rule that notifies the user of the ticket when the Jira Cloud issue is resolved.  Is that possible?

[Jack Brickey · Accepted solution]

Hi Kerri,

For what it is worth I would not close the JSM issue. Consider setting to a 'hold' or 'development' status instead. Use Automation to update the JSM issue. With that said, you can add a public comment to a closed issue.

[Kerri Shirey]

Thanks Piotr and Jack!  I like moving the ticket to a 'Pending Dev' status, and using a Global Automation rule to a) notify users of release via comment when the Dev issue is 'Done' and b) transition the ticket from 'Pending Dev' to 'Done'.

[Piotr Zadrożny _Eyzee_]

Hi @Kerri Shirey 

You can configure that in several ways:

1. Using legacy automation: Project Settings -> Automation -> Legacy automation

2. Using Global Jira Automation Rule: System -> Global automation (something similar to following):

3. Using 3rd party solutions like a groovy script in Scriptrunner.

Best regards,

Piotr

[Kerri Shirey]

Thanks Piotr and Jack!  I like moving the ticket to a 'Pending Dev' status, and using a Global Automation rule to a) notify users of release via comment when the Dev issue is 'Done' and b) transition the ticket from 'Pending Dev' to 'Done'.