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Smart Values in Automated Email Notifications

dianals May 10, 2024

I'd like to be able to include the following values in an automated response to a new ticket submission.

  • Ticket ID
  • SLA Value of Expected Response
  • How many tickets are open at the moment of submission

The Ticket ID seems straight forward and there's another discussion about including SLA values, but I'm not sure if there's a way to show how many open tickets are in the system across all user submissions.

It would be great to be able to give a submitter a sense of how many requests are ahead of them.

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Pablo Vergara
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May 10, 2024

Hi @dianals 

Using Jira Smart Values as part of an Automation for Jira rule can achieve the goal you mentioned below. Just remember there is a limitation on the total records a JQL expression can return when used with the "Lookup issues" action.


  • How many tickets are open at the moment of submission

Review the example below:


I hope it helps you.

Best regards,

- Pablo / SSE - ServiceRocket

dianals May 14, 2024

Thanks @Pablo Vergara this is exactly what I was looking for! I'm so glad to see this exists. 

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