Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Send email when ticket reaches a certain queue


Currently we need to associate an email address with a specific queue. So if any issues come in and meet the criteria of the queue then an email will be sent out and notify the user or group of the new ticket. How could I implement this? 

Thank you in advance for any help.


1 answer

0 votes
Esther Strom Community Leader May 12, 2021

Hi, @James Drake welcome to the Community! The simplest way for this to happen would be with an automation rule. 

Depending on your setup, it may require project admin permission to create. If you have access, go to Project Settings -> Automation. Depending on which template your project uses, how old it is, and whether you had previous Service Desk automation set up, you may see an option for Legacy Automation as well; you want the plain old Automation.

2021-05-12 09_57_20-Project automation - Jira - Vivaldi.png

Click the blue Create Rule button, and set up your rule. The basic idea is you choose a trigger (issue created, issue updated, version released, etc.), add a set of conditions (if you don't want the rule to run every single time the trigger occurs), and then add a set of actions (send email, add comment, etc.)

The most basic version of what you're wanting to do would look like this:
2021-05-12 09_58_42-Project automation - Jira - Vivaldi.png

You'd update the JQL to match your queue, and could then add additional if/then blocks to manage the different queues (you don't need multiple rules.)

There's documentation available online with more detail:

Getting Started Guide

Automation Guide

Be aware that if you create a global rule (one that can run on multiple projects) there is a monthly execution limit if you're not on Premium. There's a table with more info here, but basically as long as you keep it limited to a single project, it's unlimited.

Suggest an answer

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

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

82 views 3 8
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