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.