Using an Organization E-Mail for Notifications

[Prakti Kant]

Dear Community,

I'm looking for a way to define an Organization E-Mail which should receive future Notifications e.g. when an Issue gets opened,closed or updated. Using customer and organization Profiles feature defining said E-Mail is no problem but so far i couldn't find any solution to use this Organization custom field within notifications or automations. Since i couldn't find any best practice for this usecase i hope somebody can enlighten me

[Nadhila Savira]

Hi Prakti,

Is this Organisation Email the same email that has to receive notifications for all tickets, or does this email change per customer?

If it is one and the same, you can simply add it to Project Settings > Notifications > Internal Notifications. Of course, this means the Organisation Email needs to have a User account that has access to your project.

Otherwise, perhaps it's an idea to use Automation instead. The trigger would depend on the event:

• Issue created > Trigger Issue Created
• Issue updated > Trigger Issue Commented
• Issue closed > Trigger Issue Transitioned

Of course, one automation can only have one trigger, so you would need separate automations for this. I can also imagine that by using Automation, you'd be using up quite a lot of your Automation usage limit.

Please see your limit here: What are my usage limits?

[Prakti Kant]

Hi Nadhila,

 the E-Mail changes per customer so the idea was to create one general automation which retrieves the Organisation Custom Field and uses it to send said EMail. But i wasn't able to find any way how to use said Custom Fields in an Automation, is there any possible way?

Using a unique Automation per customer is kind of a last resort idea.

Thanks a lot for your support!

Prakti

[Nadhila Savira]

Hi Prakti,

Nice that you're experimenting with Automation!

I'm unsure what you mean when you said " i wasn't able to find any way how to use said Custom Fields in an Automation".

You can use Fields in Conditions and in Actions.

For example with Condition:

And for example with Action:

As you can see above, I'm accessing the Custom fields smart values by clicking the { } icon on the right side of the text boxes there. Here, you can find all sorts of fields.

[Prakti Kant]

Hello again Nadhila,

if I'm not mistaking by this your only able to access Issue related custom Fields, what i mean is a custom field of an Organisation which are added by the customer and organization Profiles feature which I've mentioned in the firstplace

This is a Snap of our Organization Profile, the Field "Projektleitung" is the custom Field which would contain the customers Main E-Mail as described.

On looking for it within an Automation doesn't give any results:

So maybe a more precise question would be: how can i access NOT issue related custom Fields from an Automation?

Thanks a lot!

Prakti

[Nadhila Savira]

You can also find the custom field ID and use that instead, as shown in Accessing issue fields.

You can find any field's ID quickly by using this API endpoint:

https://<site-name>.atlassian.net/rest/api/2/issue/<issue-key>?expand=names

If you still have issues on this, please feel free to open a support ticket through https://support.atlassian.com/contact/