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Send customer (reporter) an email they can respond to when automated ticket is created

Hey everyone, 


I have been able to set up Jira automation so it creates a ticket with the reporter as a specified Customer but when the automation is run, the customer does not get an email about the ticket creation.

I can add a branch on ticket creation automation to email the reporter, but the email comes from a no-reply email.


My goal is to set up automation so:

  1. a ticket is opened on behalf of a specific customer.
  2. that customer gets an email letting them know that a ticket was created.
  3. they can respond to the email and update the ticket as needed. 

2 answers

A second scenario that could work for me would be:

1. create the ticket

2. change the request participants field (which should generate an email)

i tried changing the request participant fields and i get a JQL error. can anyone assist?


Screen Shot 2020-12-16 at 6.44.51 PM.png




here is another way i tried it: 


Screen Shot 2020-12-16 at 6.45.35 PM.png

Jane Yeoh Atlassian Team Dec 20, 2020

Hi there,

Thanks for reaching out! You're close with your rule. In your Branch rule component, instead of using 'Current issue' which will refer to the issue in the trigger, select 'Most recently created issue' instead which will then act on your newly created issue.

Your rule then will look something like:

Screen Shot 2020-12-21 at 10.15.17 am.png


Feel free to reach out again if that doesn't work.



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