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Hi everyone, I am using Jira Service Desk and I am creating tickets in the service desk portal.
When tickets are created, the tickets are shared with multiple users, for example:
Creator user
Assigned User
User 1
User 2
User 3
User 4
...
User n

When a user creates or edits a comment, I should notify only users who have created / edited comments, not all shared users.
For example, if a ticket has 10 shared users, but only 5 are commenting, the notification should only be for the 5 and not for the 10 users.
I tried to create an automatic rule, but there is no action "Run a script" and if I choose the option "Send email" I cannot select the corresponding users.

How could you implement this requirement?

Thanks

Greetings
Marcelo

1 answer

0 votes
Brant Schroeder Community Leader Jul 09, 2021

@Marcelo Montaño Sánchez The only thing I could think of is to ensure that only users who comment are added as a request participant (Customers) or a watcher (Agents).  If they are in these groups then they will get notifications.  

There is no delivered way and I am not aware of any apps that would allow you to only send an email to those that have commented on the issue.

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