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  1. Jira Service Management Data Center
  2. JSDSERVER-4309

Allow automation rule action 'Send email' to send emails to other email addresses

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      Currently Service Desk only allows to set up this action to send an email to the Reporter of the ticket or Customers involved in the issue

      Suggested Solution

      In some cases you would like to send an email to other email addresses that not belong to this group. This would provide more flexibility to the automation rules.

      Workaround

      If the email address belongs to a Jira user (or if the application access can be granted to the account), configure the automation rule to use the Alert User action to mention the user in an internal comment. With that, the mentioned user(s) will be notified.

      • However, instead of a customer notification, the user will receive Jira notifications and this will also notify other users that should be notified as per the project's Notification Scheme.

            [JSDSERVER-4309] Allow automation rule action 'Send email' to send emails to other email addresses

            It would be very cool to have it working

            Paulo Silva added a comment - It would be very cool to have it working

            Mitzi added a comment -

            This is very useful; when will it move stages?

            Mitzi added a comment - This is very useful; when will it move stages?

            This should have been fixed long ago!!!!!

            Younoussou Siby added a comment - This should have been fixed long ago!!!!!

            How can we still not alert the assignee?

            Amit Juneja added a comment - How can we still not alert the assignee?

            Another request for a very useful feature waiting for a very long time to be even considered (or perhaps not)?  

            Johannes Rudolf added a comment - Another request for a very useful feature waiting for a very long time to be even considered (or perhaps not)?  

            Can we please get this done! 

            Novantas Admin added a comment - Can we please get this done! 

            ssuhas91 added a comment -

            I feel this should be a default feature of JSD where altering the assignee in case if the issue is about to breach any SLA or so.

            Please provide option for assignee for Send-email automation option and this would be really helpful.

             

            Cheers,

            Suhas

            ssuhas91 added a comment - I feel this should be a default feature of JSD where altering the assignee in case if the issue is about to breach any SLA or so. Please provide option for assignee for Send-email automation option and this would be really helpful.   Cheers, Suhas

            Hi all,

            we're using Jira Service Desk Cloud, but maybe this works also on a JSD Server:

            Regarding the retirement of Automation for Jira, I've been looking for a solution to send SMS via a specific eMail address in case of urgent requests.

            Automation for Service Desk still offers no possibility to do so, but Project automation does. Just go to a project > Project Settings > Project Automation.

            Thank you, Jira Servicedesk, for the tipp!

            Cheers

            Andreas

            Andreas Hilbrich added a comment - Hi all, we're using Jira Service Desk Cloud, but maybe this works also on a JSD Server: Regarding the retirement of Automation for Jira, I've been looking for a solution to send SMS via a specific eMail address in case of urgent requests. Automation for Service Desk still offers no possibility to do so, but Project automation does. Just go to a project > Project Settings > Project Automation. Thank you, Jira Servicedesk, for the tipp! Cheers Andreas

            +1

            This seems like a fairly simple feature to implement and would benefit my organization greatly.

            sp8cemonkey83 added a comment - +1 This seems like a fairly simple feature to implement and would benefit my organization greatly.

            Yes! This would be really handy for supervisors to be notified for tickets that has not been worked on by the support team

            Deleted Account (Inactive) added a comment - Yes! This would be really handy for supervisors to be notified for tickets that has not been worked on by the support team

            Dan Voyce added a comment -

            We absolutely need this functionality

            Dan Voyce added a comment - We absolutely need this functionality

            tope otubusen added a comment - - edited

            Hi Atlassian Team

            Could you give us a workaround on this issue, I am only able to send email to Reporter(Customer) or the Customer involved?

             

            A quick response will be appreciated.

             

            tope otubusen added a comment - - edited Hi Atlassian Team Could you give us a workaround on this issue, I am only able to send email to Reporter(Customer) or the Customer involved?   A quick response will be appreciated.  

            Hi Atlassian Team

            Same issue here. I am disappointed to see that basic customization rules available in every serious competitor product are still lacking in Jira SD.

            Please consider upgrading the flexibility of the automation. I am trying to auto-assign a group of agents when the reported writes from a specific domain. After a few hours of reading I am giving up... it does not seem to be doable.

            Jeremie DELASSUS added a comment - Hi Atlassian Team Same issue here. I am disappointed to see that basic customization rules available in every serious competitor product are still lacking in Jira SD. Please consider upgrading the flexibility of the automation. I am trying to auto-assign a group of agents when the reported writes from a specific domain. After a few hours of reading I am giving up... it does not seem to be doable.

            Tony Spina added a comment -

            Atlassian Team

            This request has been outstanding for few years, any chance that it will be implemented anytime soon ? if not, can you provide a detail work around for sending customize emails to any audience of choice on specific triggers. I am trying to send out customized emails to a L3 team when an incident is escalated 

            Tony Spina added a comment - Atlassian Team This request has been outstanding for few years, any chance that it will be implemented anytime soon ? if not, can you provide a detail work around for sending customize emails to any audience of choice on specific triggers. I am trying to send out customized emails to a L3 team when an incident is escalated 

            Quy Nguyen added a comment - - edited

            website link title

            Quy Nguyen added a comment - - edited website  link title

            Patricia added a comment -

            The automation lacks the robustness in creation of rules that may further enhance the needs of the organization. This is one of the many rules available that should be looked into as we do need constant reminders sent to people. Otherwise, it gets left out and swept under the rug. This issue has been open since 2016, hopefully to see some movement into it being added sometime soon.

            Patricia added a comment - The automation lacks the robustness in creation of rules that may further enhance the needs of the organization. This is one of the many rules available that should be looked into as we do need constant reminders sent to people. Otherwise, it gets left out and swept under the rug. This issue has been open since 2016, hopefully to see some movement into it being added sometime soon.

            Jeffrey Thornsen added a comment - - edited

            Note that as a workaround, you can use Smart Field syntax such as:

             

            {{#issue.Approver}}{{emailAddress}}, {{/}}
            {{issue.Assignee}}
            {{issue.customfield_10000}}

             

             https://community.atlassian.com/t5/Marketplace-Apps-questions/How-do-I-send-an-email-to-an-Approver-using-Automation-for-JIRA/qaq-p/646919

             

            Edit: OK, maybe not.  Apparently 'Automation for JIRA' is a paid Add-On for Jira, which is different from the built-in Automation features that come with Jira Service Desk.

            Jeffrey Thornsen added a comment - - edited Note that as a workaround, you can use Smart Field syntax such as:   {{#issue.Approver}}{{emailAddress}}, {{/}} {{issue.Assignee}} {{issue.customfield_10000}}     https://community.atlassian.com/t5/Marketplace-Apps-questions/How-do-I-send-an-email-to-an-Approver-using-Automation-for-JIRA/qaq-p/646919   Edit: OK, maybe not.  Apparently 'Automation for JIRA' is a paid Add-On for Jira, which is different from the built-in Automation features that come with Jira Service Desk.

            Karl Moss added a comment -

            The problem there is, why should customers have to pay for an add-on to provide basic functionality that should have been there from the get-go? The distinct lack of basic functionality like this, has caused me to put our migration to SD on hold until further notice. At this rate, seeing as issues like this appear to be getting ignored, I'll probably have to find a different solution and migrate to that instead.

            Karl Moss added a comment - The problem there is, why should customers have to pay for an add-on to provide basic functionality that should have been there from the get-go? The distinct lack of basic functionality like this, has caused me to put our migration to SD on hold until further notice. At this rate, seeing as issues like this appear to be getting ignored, I'll probably have to find a different solution and migrate to that instead.

            James H added a comment -

            I feel your pain! Thankfully the Automation for Jira add-on is dirt cheap and very effective. I highly recommend!

            James H added a comment - I feel your pain! Thankfully the Automation for Jira add-on is dirt cheap and very effective. I highly recommend!

            This request has been open for 2 years and no change? How can I automate and email response to external addresses with this tool? If we get a Priority 1 ticket come in, we MUST be able to send emails to a group of people. The work around of using Alert User doesn't allow you to pick groups, which leaves what option? After purchasing this tool and spending two weeks configuring and testing, it just became a brick. No other ITSM would have this limitation. What choices do I have?

            Brian Freeman added a comment - This request has been open for 2 years and no change? How can I automate and email response to external addresses with this tool? If we get a Priority 1 ticket come in, we MUST be able to send emails to a group of people. The work around of using Alert User doesn't allow you to pick groups, which leaves what option? After purchasing this tool and spending two weeks configuring and testing, it just became a brick. No other ITSM would have this limitation. What choices do I have?

            I suppose they don't want to do it like this because this way people can just forward forward emails to other accounts, saving them license costs. 

             

            Tayyab Bashir added a comment - I suppose they don't want to do it like this because this way people can just forward forward emails to other accounts, saving them license costs.   

            James H added a comment -

            Such a limited feature cannot understand why.  I need to be able to send an email to our sales team when certain automation events occur to tell them to add a resource to the customer's bill.  Very frustrating this isn't possible currently.

            James H added a comment - Such a limited feature cannot understand why.  I need to be able to send an email to our sales team when certain automation events occur to tell them to add a resource to the customer's bill.  Very frustrating this isn't possible currently.

            Seems like a simple update that would make automation a whole lot easier.  Hook it up.

            Michael Hoopengardner added a comment - Seems like a simple update that would make automation a whole lot easier.  Hook it up.

            Rob Parker added a comment -

            I agree. This opens up so many options for us.

            Rob Parker added a comment - I agree. This opens up so many options for us.

            Kind of hard to believe this isn't already an option.  It's basic and puts JSD in a competitive disadvantage.

            Jason Freeman added a comment - Kind of hard to believe this isn't already an option.  It's basic and puts JSD in a competitive disadvantage.

            RMN IT added a comment -

            Yes, this automation option is not intuitive. I should be able to send to any email address if I allow for outbound mail on my server. But at the very least I should be able to email any Jira user.

            RMN IT added a comment - Yes, this automation option is not intuitive. I should be able to send to any email address if I allow for outbound mail on my server. But at the very least I should be able to email any Jira user.

            This sounds like what I am looking for.  I want to create a customer automation rule that will send an email but I can't enter an email address?  

            Colin Kraglund added a comment - This sounds like what I am looking for.  I want to create a customer automation rule that will send an email but I can't enter an email address?  

            Karl Moss added a comment -

            This is definitely needed.

            I can't understand why it wasn't included right at the start. Why you wouldn't allow us to send to the assignee or to an external email recipient is beyond me. Oversight doesn't really come close.

            Karl Moss added a comment - This is definitely needed. I can't understand why it wasn't included right at the start. Why you wouldn't allow us to send to the assignee or to an external email recipient is beyond me. Oversight doesn't really come close.

            +1 Definitely needed 

            konstantinos.kappes added a comment - +1 Definitely needed 

            Yes, really need this option for the next realease. Jira Service Desk 3.6.4 and continue the issue

            Erick Miranda added a comment - Yes, really need this option for the next realease. Jira Service Desk 3.6.4 and continue the issue

            dharper added a comment -

            Hmm I love the automation option but I need to send a notification to a non service desk user to act upon an approval and workarounds are much more difficult to administer for the duration. Any thoughts Atlassian? Jira gurus? anybody? 

            dharper added a comment - Hmm I love the automation option but I need to send a notification to a non service desk user to act upon an approval and workarounds are much more difficult to administer for the duration. Any thoughts Atlassian? Jira gurus? anybody? 

            We're the folks behind Jirassimo Notifications add-on and you can resolve most of the issues listed in this topic with help of our add-on:

            1) Sending notification to assignee, any user-type custom field or text-type custom field containing email addresses, both internal and external
            2) Fire notifications based on SD request type, priority etc
            3) Render all ticket fields, comments and history
            4) Implement a digested notification that would automatically alert participants about tickets staying in the queue for to long or those which are about to miss SLA

            We will gladly help you out with configuring Jirassimo to fit your notification needs.

            Vladimir Horev [RaleyApps] added a comment - We're the folks behind Jirassimo Notifications add-on and you can resolve most of the issues listed in this topic with help of our add-on: 1) Sending notification to assignee, any user-type custom field or text-type custom field containing email addresses, both internal and external 2) Fire notifications based on SD request type, priority etc 3) Render all ticket fields, comments and history 4) Implement a digested notification that would automatically alert participants about tickets staying in the queue for to long or those which are about to miss SLA We will gladly help you out with configuring Jirassimo to fit your notification needs.

            Max DiOrio added a comment -

            I worked around this.  I created an Organization with the members we want to receive notification.  Then I set up an automation task to send an email when a ticket is assigned to the org.

            Max DiOrio added a comment - I worked around this.  I created an Organization with the members we want to receive notification.  Then I set up an automation task to send an email when a ticket is assigned to the org.

            Andrea added a comment -

            Totally agree, really poor service desk without this

            Andrea added a comment - Totally agree, really poor service desk without this

            Max DiOrio added a comment -

            Yes!  We need this.  We have our field support team triage tickets.  When they need to be escalated to infrastructure, we have them move the ticket to a new ticket type and we want to send an email when this happens.  We have no way to do that now.

            Max DiOrio added a comment - Yes!  We need this.  We have our field support team triage tickets.  When they need to be escalated to infrastructure, we have them move the ticket to a new ticket type and we want to send an email when this happens.  We have no way to do that now.

            I agree. Have been trying to find a way to trigger an email to be sent when a ticket stays in a status for too long. Luckily I found this thread, and will stop trying to fix this. Hopefully Atlassian can fix this soon. Would really help out with the workflow in Service Desk.

             

            Adam Evertsson added a comment - I agree. Have been trying to find a way to trigger an email to be sent when a ticket stays in a status for too long. Luckily I found this thread, and will stop trying to fix this. Hopefully Atlassian can fix this soon. Would really help out with the workflow in Service Desk.  

            +1 this would be a feature that greatly empowers our organization.

            Dan Froelich added a comment - +1 this would be a feature that greatly empowers our organization.

            Setting up my offices service desk at the moment and noted that this wasn't a feature available yet. Would be good to know if this is on a roadmap somewhere as it would be really useful in ensuring that management are notified on high profile breaches automatically. 

            Aaron Anthony added a comment - Setting up my offices service desk at the moment and noted that this wasn't a feature available yet. Would be good to know if this is on a roadmap somewhere as it would be really useful in ensuring that management are notified on high profile breaches automatically. 

            Why isn't the "Organizations Added" and/or "Approvers" an option in send email.  A bit baffling that it is only reporter and customers involved.

            Susan Hauth [Jira Queen] added a comment - Why isn't the "Organizations Added" and/or "Approvers" an option in send email.  A bit baffling that it is only reporter and customers involved.

            Robert St. Onge added a comment - - edited

            need this to alert a distribution group when a high priority indecent is created.

            Robert St. Onge added a comment - - edited need this to alert a distribution group when a high priority indecent is created.

            Agree, This is yet another feature that is lacking.

            Brandon Schaefer added a comment - Agree, This is yet another feature that is lacking.

            The automation rule is almost useless without the above function. Please implement on Server edition. 

            Jerome Oliver added a comment - The automation rule is almost useless without the above function. Please implement on Server edition. 

            Besides this opportunity it would also be great if we could get the email address or the user from the custom field. This would help us to solve a lot of problems.

            Maro Hamamjyan added a comment - Besides this opportunity it would also be great if we could get the email address or the user from the custom field. This would help us to solve a lot of problems.

            I think we need this ASAP. Should be a fairly simply modification. 

            Romer Ventura added a comment - I think we need this ASAP. Should be a fairly simply modification. 

            When notifying a new user or group, they only receive the last comment and not the full ticket details. This particular user is not logging into JIRA so it would be a great use-case to expand TO field to support other JIRA users or external distribution lists. For example when we escalate an issue to another tier who uses an entirely different platform.

            Marcus Martinez added a comment - When notifying a new user or group, they only receive the last comment and not the full ticket details. This particular user is not logging into JIRA so it would be a great use-case to expand TO field to support other JIRA users or external distribution lists. For example when we escalate an issue to another tier who uses an entirely different platform.

            I'm in the process of setting up JIRA Service Desk to replace an existing service desk application. Some tickets require informing managers which are not part of the service desk agent team but in the customers role from a Service Desk point of view. Was happy to see that an Send email automation function existed until I had to find out you can not send emails to any kind of email adress. Why? This is the second restriction in the automation system that I encounter. How come this is not more flexible. Would love to see this done in the near future. 

            Manuel Bähnisch added a comment - I'm in the process of setting up JIRA Service Desk to replace an existing service desk application. Some tickets require informing managers which are not part of the service desk agent team but in the customers role from a Service Desk point of view. Was happy to see that an Send email automation function existed until I had to find out you can not send emails to any kind of email adress. Why? This is the second restriction in the automation system that I encounter. How come this is not more flexible. Would love to see this done in the near future. 

            KCPTimT added a comment -

            I would actually want it to send a message to an external email account (gmail) in case we are having internal email issues. We would use this for High priority issues.

            KCPTimT added a comment - I would actually want it to send a message to an external email account (gmail) in case we are having internal email issues. We would use this for High priority issues.

            I see no reason why it couldn't match the same list that one gets if they use Service Desk Notifications...Maybe I want to send email to everybody in a particular project role based on ticket type or some other information on the ticket, for example.

            Michael Nyman added a comment - I see no reason why it couldn't match the same list that one gets if they use Service Desk Notifications...Maybe I want to send email to everybody in a particular project role based on ticket type or some other information on the ticket, for example.

            Any workarounds for this? 

            Grace Thompson added a comment - Any workarounds for this? 

            We also need assignee at the least. Are there any other workarounds available?

            RK (Rajakrishnan) added a comment - We also need assignee at the least. Are there any other workarounds available?

            Possible a deal breaker for me as well

            Nathan Thompson added a comment - Possible a deal breaker for me as well

            Concur. Would like to be able to send notification emails to external email addresses. 

            daniellanders added a comment - Concur. Would like to be able to send notification emails to external email addresses. 

            It is rather surprising that assignee is not an option when creating email notification automation rules. This may actually be a deal breaker when considering to use JIRA SD as our ticketing system.

            Deleted Account (Inactive) added a comment - It is rather surprising that  assignee is not an option when creating email notification automation rules. This may actually be a deal breaker when considering to use JIRA SD as our ticketing system.

            This is crazy that you can only send emails to the Reporter or involved customers. I would like to be able to send an email to the assignee to remind them to action an issue before it breaches the SLA, or to named service desk managers, or to any other JIRA user. This is a bug right?!

            Mat Pemble (Adm) added a comment - This is crazy that you can only send emails to the Reporter or involved customers. I would like to be able to send an email to the assignee to remind them to action an issue before it breaches the SLA, or to named service desk managers, or to any other JIRA user. This is a bug right?!

              Unassigned Unassigned
              malonso@atlassian.com Miguel Alonso
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                Created:
                Updated: