Separate E-Mail for Internal comment

Wroblewski, Arkadiusz March 9, 2024

Hello, i have following Question.

 

Some  of  Collegues Haven't License, but Sometimes is Needed that They leave Internal comment which are not  Visible for Customer

We have  Two   E-Mails, Support@ and Support.intern@  (Which  are  not  Configured in Ticket  System)

 

Theres a Possibility, that  will be Configured 2 Mail Adresses,  and Every E-Mail  on Support.intern@ will be always as internal comments in Tickets ?

How to  Configure that  ?

1 answer

0 votes
Joseph Chung Yin
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March 9, 2024

@Wroblewski, Arkadiusz -

In JSM, by default one (non agent license) internal users can be granted with issue access via the project UI permission.  He/she can then access the issue and review the internal comments.

The best way that you may want to consider is that to create automation rule to send out custom email to your "support.intern..." address when Internal Comment is entered to the issue.

Here are a few reference links on Automation Rule for Jira for you -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Essentially in your automation rule, you will use issue commented trigger to conduct a condition checking comment is internal or not.  See example -

2024-03-09_17-08-13.png

So if the above condition check using smart value syntax, if "comment.internal" is TRUE, then you can send your custom email action to your specific email address.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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