I want to create a rule that notifies individual users via email when specific types of Service Requests are generated, but I only have the option to email the Reporter or Customers Involved. Is there a way to add individual emails or make groups that will show up as options?
Try the "Alert user" THEN action, this will result in an internal comment with at-mention to the specified user – which will trigger email notification – depending on your notification settings.
That's great. That's the answer to exactly what I asked. Sadly, I realize I didn't ask the right question. The emails I'd like to send would not be to agents, but employees that will not be working on tickets or logging into JIRA Service Desk.
In this case, we have managers who are liaisons to our various customers. They like to know every time a ticket is generated for their customers. They never work on tickets at all, but just want to be in the loop on when tickets are generated for their specific clients.
Is this a possibility with JIRA Service Desk?
How about this:
According to my testing this will work even if the manager is unlicensed.
Oh your Question is interesting @Palash Sinha. I am interested in this too. Because the Alert User Task only shows an E-Mail without any specified informations which would be good for us as a support team. Or is it possible to customize the E-Mails generated by the Alert User Task in the automation area?
I am looking for a way to send emails to our HR who do not have JIRA accounts when a manager fills out the new hires form I have on our jira portal. Would be nice to have that.
I found the answer to this!
There's liquid logic for email notifications in Automations.
Edit: May have spoken too soon. Those rules are listed as working in emails...
Adding a comment and doing a search with @ doesn't seem to work... is there a way to to do this? You mention about referencing teams and roles. Roles don't seem to work with notifications? Or is there something I'm missing?
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