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 to create automation to send email to the reporter who's the assignee of the ticket?

Hello all, I have been trying to create automation where when an issue is assigned it will send an email to the reporter to whom it was assigned. But the issue is it's not displaying the name. 


I have created this flow:

When the issue is created -> assign the ticket to Person A/B/C -> send an email to a reporter to whom the ticket was assigned to.


The assigning part works but when it comes to email it does not display the name of the assignee. I have tried these smart values: {{issue.assignee.displayName}} and {{assignee.displayName}}. Btw, calling the name of the reporter does work.


Hello {{issue.reporter.displayName}},

This is a confirmation email that your request {{issue.key}} - {{issue.summary}} has been received and is assigned to {{assignee.displayName}}.



I have also tried creating another automation when an issue is assigned it will send an email but it also does not work, even the automation when a ticket is updated. Can anyone help me?

1 answer

1 accepted

3 votes
Answer accepted
Jack Brickey Community Leader Dec 26, 2021

Try to add Re-fetch Issue data action prior to email….


Re-fetch issue data

  • Use smart values here: No

Refreshes smart values with the latest field values.

By default, the {{issue}} reference is not updated during rule execution, and contains the same values as when the rule originally triggered.

Jack Brickey Community Leader Dec 27, 2021

@Katrina Sarmiento , we’re you able to resolve with the re-fetch?

Hey @Jack Brickey  it worked! Thanks a bunch!

Like Jack Brickey likes this
Jack Brickey Community Leader Dec 28, 2021

Glad to help!

Suggest an answer

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

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

769 views 5 13
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