Automation: Send Email

[Joshua Munoz]

I want to create a rule that notifies individual users via email when specific types of Service Requests are generated, but I only have the option to email the Reporter or Customers Involved.  Is there a way to add individual emails or make groups that will show up as options?

[Gerry Tan]

Try the "Alert user" THEN action, this will result in an internal comment with at-mention to the specified user – which will trigger email notification – depending on your notification settings.

[Joshua Munoz]

Gerry,

That's great.  That's the answer to exactly what I asked.  Sadly, I realize I didn't ask the right question.  The emails I'd like to send would not be to agents, but employees that will not be working on tickets or logging into JIRA Service Desk.

In this case, we have managers who are liaisons to our various customers.  They like to know every time a ticket is generated for their customers.  They never work on tickets at all, but just want to be in the loop on when tickets are generated for their specific clients.

Is this a possibility with JIRA Service Desk? 

[Gerry Tan]

How about this:

1. Add the manager into Service Desk Team role (through Project settings > Users and roles).
2. Use "Add comment" THEN action, then do @ mention to the manager in the comment text. Make the comment internal so the customer won't see it.
3. Once the rule triggers and the comment added, manager will receive an email

According to my testing this will work even if the manager is unlicensed. 

[Joshua Munoz]

Gerry,

That's perfect!  Thanks so much.

[Palash Sinha]

Hi Gerry,

The solution is great! Is there a way to also include the ticket details like description & any custom field value under the notification? 

[Jörg Gellisch]

Oh your Question is interesting @Palash Sinha. I am interested in this too. Because the Alert User Task only shows an E-Mail without any specified informations which would be good for us as a support team. Or is it possible to customize the E-Mails generated by the Alert User Task in the automation area?

[Greg Mora]

I am also interested in this if you can give any feedback

[Dan Froelich]

I, too, would like to have options to include ticket details in line in the email/ alert.

[J.D. Abbey]

I am looking for a way to send emails to our HR who do not have JIRA accounts when a manager fills out the new hires form I have on our jira portal. Would be nice to have that.

[Geoff Gallinger]

I found the answer to this!

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

There's liquid logic for email notifications in Automations.

Edit: May have spoken too soon. Those rules are listed as working in emails...

[Joshua Sung]

Adding a comment and doing a search with @ doesn't seem to work... is there a way to to do this? You mention about referencing teams and roles. Roles don't seem to work with notifications? Or is there something I'm missing?

[hawken.ritter]

Has anyone figured out how to include information from the ticket in the email notification?

[Sabrina Liao]

Hi @Gerry Tan Is there any word about how to include other information from the ticket in the email notification where e.g. specific users are notified in an internal comment? We want to be able to know the description of the ticket.

[Sabrina Liao]

Nevermind, I was able to figure this out w/ the new project automation feature. The old automation wasn't able to use smart values for some reason.

[Jerel Crosland]

@Sabrina Liao what version are you on, Cloud or Server? It seems Server doesn't support the Smart Fields that Cloud does, or else I'm just doing it wrong, which is entirely possible.

[Sabrina Liao]

@Jerel CroslandCloud