Send request to e-mailaddress when finished

[Rian De Rous]

Hi, 

We want replace Jira + a shared mailbox with Jira Service management. When we complete a request it should be forwarded to one of three persons. 

1) The requester (in case the request is rejected). 
2, 3) One of two mail addresses provided by the requester in the form. 
(depends on the actual request). 


Is this possible? 

[John Funk]

Hi Rian,

Yes, you can set up Automation rules to send those emails. 

[Rian De Rous]

to be clear, they don't use Jira Service mgmt (but can be added as customers) if needed. 

OK. I can create an automation that triggers when the issue is moved to a certain state. 
Maybe, in the workflow I can make three states that represent the person that needs to receive the mail. 

-> But how can I fetch the mail address from the form that was used to create the issue. 

[John Funk]

That should be the Reporter field - is it not? 

[Rian De Rous]

yes and no. 

The current way I'm setting up the form is that the reporter should fill in two additional contact persons. 

Depending on the outcome of our investigation should be forwarded 

a) back to the requester (reporter) 
b) back to the requester + contact person a 
c) back to the requester + contact person b

person a or b needs to be able to see the documents and the data filled in by the reporter. 

[Vaishali Patil]

You could add Request Participants fields to you. This is you use portal for customers to add requests.