Can we automate email notifications based on the value selected in a custom field by our customer within Service Desk?
Yes, you can! Create a scripted field, get the value of the custom field and map the respective user value and return it. In the notification scheme, add this scripted field against the required event. Kindly let me know the procedure if needed.
As per the restrictions of JIRA OnDemand, many plugins cannot be installed. Script runner is one such plugin which does not have the cloud version. However, there is a request raised to bundle script runner with the JIRA onDemand, so please go and vote for this issue and watch it to get the latest updates.
To get to know the list of Add-ons that are available on JIRA onDemand via Atlassian Connect, you check this page.
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