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

Create Automation when ticket transition

How can I create an automation that will send an email to a shared mailbox if issue is transition from Open to Done

If it's Done - Canceled or N/A > I don't want to send an email


Done Status.jpg

3 answers

1 accepted

0 votes
Answer accepted

Hi, @Christopher Rampola - what you're showing in your screenshot is a rule that will actually cause the issue to be transitioned to Done with a specific resolution. If you want a rule that only runs when a ticket is manually transitioned to Done with a resolution of Done, you'll need to use conditions to do that. It would look something like this.

This is an existing rule I have set up, so it's not exactly to your specs, but it shows the structure you'll need - a trigger of "when issue is transitioned" with whatever statuses you want included (in my case, it's when an issue is transitioned from any status to Closed; you would set Open to Done); an issue fields condition that checks to make sure the resolution is what you want it to be (in your case, Done); and an action - mine is Clone, yours would be Send Email. 

2021-05-26 15_02_40-Project automation - Jira Staging - Vivaldi.png

0 votes
Jack Community Leader May 26, 2021 • edited

Have you attempted setting up the Automation already and having an issue? It seems to me the trigger would be issue transitioned and condition would be Status equals done an action would be to issue email. If you have and can share an image of your current Automation That is not working maybe I can help the debug it for you. 

I've created the automation already - When: Issue transitioned from Open to Done 

When we set ticket to Done, we have a dropdown (Done, Canceled & N/A)

I wanted to send an email when ticket is transitioned from Open to Done and don't send an email when it's set to Done - Canceled and Done - N/A


Esther Strom Community Leader May 26, 2021

>When we set ticket to Done, we have a dropdown (Done, Canceled & N/A)

Based on the screenshot in your first post, that dropdown is the Resolution field. What you're showing in this screenshot is Status. If you're looking to have an email sent if a ticket transitions from the Open status to the Done status with the Resolution choice of Done, but not send an email if the Resolution is Canceled or N/A, you need to have a condition that's checking for the Resolution value, as indicated in my previous answer.

Like # people like this

Suggest an answer

Log in or Sign up to answer
Site Admin

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