How to send single mail if approver has multiple tickets in approver fields
I’m working on a JSM automation that should send a single email to approvers if they have multiple tickets assigned. The setup involves 10 custom fields and 10 statuses in the JQL.
The automation should:
Check if an approver is listed in any of the specified custom fields.
Check if the issue is in one of the defined statuses.
Send one consolidated email containing a table of all relevant ticket details.
Currently, while testing with 5 tickets where I’m the approver in all cases, the rule sends me 5 separate emails (one per ticket) instead of a single email with all 5 tickets listed.
I’m using smart variables and other configurations, but I’m stuck at this point. Can you help me fix the automation so it sends one consolidated email per approver?
1 answer
Hi Seenivasan,
While I am not able to help on the automation front, I can offer an alternative. I would suggest using a filter plus a filter subscription to send a list of tickets. Based on what I can see you already have the specific JQL that you are using to select the tickets, the filter would also allow you to set all the custom fields you want to send as well. As long as the approver field is a user picker, you can set such that approvers = currentUser() in the JQL and it gather the list specific to each user.
Here is an example of the subscription the company has for changes assigned to currentUser(). This subscription is applied to anyone with a license:
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