Automatic respond to customer when Work in Progress status

[Joanna Mae Natial]

Hello,

I'm working on JSM, I want to have an automatic customer response on the issue when I change it to "Work in Progress" status.

Can someone help me with this?

Thank you.

[Asmath Basha S]

Hi @Joanna Mae Natial ,

• You can create a group in Jira and add the customers whom you want to send the notifications while changing the status to InProgress.
• Then in the Jira Automation => Create a rule.
• In Trigger => When the Issue transition has changed to InProgress then in Action => Send a email => Add the group which you have created in the To field.
• And fillout the Subject and content which you want to showcase to the customer.

Regards,

Asmath Basha

[Vicente Domínguez _Decadis AG_]

Hello @Joanna Mae Natial,

I am part of the Decadis team and I would like to propose a solution using our app JWT for Jira Cloud. With the Send email post function you should be able to add a custom comment on the transitioned issue every time that the transition that goes to In Progress is executed.

If you are interested in our app and need more information about how to configure the post function for this purpose, please, feel free to create a request in our support portal or to reply to us in this thread.

Best regards,

Vicente

[Ravi Sagar _Sparxsys_]

Hi @Joanna Mae Natial 

I believe by automatic response you want to send them a notification?

When you move the ticket to "In Progress" use a transition screen in your workflow with a comment for the customer and configure the notifications to be sent out to your customers on status change with a comment.

Ravi