Create email alert for unassigned tickets in Jira service desk cloud

[Jeff Constantine]

Hi. We are using the Jira Service Desk Cloud version. Currently we receive email alerts when assigned or end users replies. We would also like to have unassigned tickets create an email alert in our ITSupport inbox. I have read that an add-on called Automation can be used for this but I can't seem to find anything for our version of Jira. 

Can anyone help with this?

[Akash Singh]

@Jeff Constantine Welcome to the Atlassian Community!

Here’s how you can set up an automation rule to send email alerts for unassigned tickets:

1. Go to your service project in Jira and navigate to Project settings > Automation. If you don’t see this option, ask your Jira Admin to grant you the necessary permissions.
2. Click Create rule in the top-right corner to start creating a new rule.
3. Choose the Scheduled trigger, then configure how often the rule should run (e.g., daily at 9:00 AM).
   
4. Enable the option Run a JQL search and execute actions for each issue in the query, and use the following JQL to find unassigned tickets:

project = "your-project-key" AND assignee is EMPTY

      5. Add an action by clicking Add Component > Add New Action > Send email.

• In the To field, add the email recipients (e.g., your ITSupport inbox email or a specific group).
• Customize the email Subject and Body using smart values. For example:

Subject:

[Unassigned Ticket Alert] {{issue.key}} - {{issue.summary}}

Body

We wanted to notify you that a request is still unassigned. Please find the details of the issue below,
<ul>
<li><strong>Ticket:</strong> <a href="{{issue.url}}">{{issue.key}} - {{issue.summary}}</a></li>
<li><strong>Description:</strong> {{issue.description}}</li>
</ul>

<strong>Please take immediate action.</strong>

• Finally, give your rule a name (e.g., "Unassigned Ticket Alert") and click Turn on rule to activate it.

Additional Notes:

If you don’t want a scheduled trigger, you can use the Issue Created trigger to send alerts as soon as unassigned tickets are created. Let me know if you need further guidance! 😊

[Jeff Constantine]

Hi Thanks for the detailed response. I can find the Automation in Confluence but not Jira. I have admin creds but I'm unsure where to activate this in the background?

[Akash Singh]

If you have Jira product admin privileges, go to ⚙️ > System settings.
From there, navigate to Global automation, where you can create the same automation.

To troubleshoot why the automation option isn't appearing in the project settings:

1. Click the three dots menu in the top-right corner of the page and select Global configuration.
2. Ensure that project admins are permitted to manage project rules, as shown in the screenshot below.

[Jeff Constantine]

Ah, looks like I only have User Admin rights. I'll have to find out who controls the site admin and get them to give me access to the Automation. Thanks again for your help!