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

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How do you set up the alert user automation using a customer user?

I have been trying to set up the following automation to alert a customer who is a shared mailbox for an organisation in my service desk, however the customer user dows not show up in the list of options when I open up the alert user section.



When comment added: public


Organisation = [customer organisation]

Alert User - [shared mailbox customer]


The customer does not show up in the user list and when I type in the customer email it does not allow me to proceed.


Does the user need to be a Jira user and not a service desk customer for this?


I have tried to alternatively set up when public comment added and organisation = [customer organisation], edit issue: field = request participant, however this field does not show up in the drop down list of fields either.


Any suggestions???

1 answer

0 votes
Ismael Jimoh Community Leader Jul 06, 2021

hi @Leah Willis 

Alert users to my knowledge is intended for agents (or other licensed users)only.

It is not designed for notifying the customer.

Why not use automation for Jira’s email user operation instead as I see you mentioned you use Atlassian cloud.(this is found under the Automation and not legacy automation section).

See: https://<your domain ><project key>&<project id >

Under action, select send email and in your to field either parse the customer email directly or via a field(recommended).

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

283 views 4 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you