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Is there a way to customize the agent email? The email a agent gets when customer creates issue.

I want to be able to add more detail to the "Agent" email.  The email an agent gets when they are assigned a ticket.  Is there a way to do that, either via JIRA or as a plug in???

 

Best

Rob Kelly

2 answers

1 accepted

0 votes
Answer accepted

Cool, thank you 

So you have accepted your own question... ;-)

Hi @Anthony Smith 

You mean the email notification the agent gets when a customer raises a request?

What extra detail are you after? 

-Mike

Hi Mike.  What I am thinking is the "Description" field

 

All it says now is:

*Jira ID

*Assignee

*Change by

*Summary

okay @Anthony Smith 

So there is this free plugin called Automation LITE for Jira that could certainly help you and I've been able to replicate what you have asked for:

If you decide to use this, don't forget to turn off the old notification. No point getting two notifications. 

Automation Rule:

WHEN: Value changes (Assignee)

IF: matches Assignee is one of (here you can specify a group, individuals)

THEN: Send email (here you can specify an individual or a mailing list, you can also specify where the email comes from, as well as define the subject and body of the email). 

 

Automation Rule:

Automation - with a description 1.png

Ticket raised:Automation - with a description 0.png

 

Queue:

Automation - with a description 3.png

Email showing Subject and Body:Automation - with a description 2.png

-Mike

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