My question is a two part question:
First, is there a way using notifications, to notify specific agents when an issue is created? For instance, if we only want to have Tier 1 agents to receive a notification when a certain Jira Service Desk task is created, and not bother the Tier 3 agents. As far as I know, when it comes to notifications, it's all or nothing for whoever is/is not in the "Issue Created" notification group.
Second is that I have been playing with the automation, and for the "THEN" portion of the automation, under Send Email, only 2 options appear for the TO: box. "Reporter (customer)" and "Customers Involved". Is there a way to either add users/agents to these selections, or, better yet, is there a way to create more selections?
For the notification, there' a possibly base on the scenario given. For the Issue create, just leave like a their 1 group. Then create a custom event and place it in your workflow for tier 3 agents where appropriate like escalations.
The automation is out of the box. So whatever is available is there. from time to time, Atlassian adds more options.
If you want to extend capabilities through scripting and customization, there are tools like scriptRunner that can be installed from the market place.
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