Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4309

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

XMLWordPrintable

    • 24
    • 41
    • 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

            Paulo Silva added a comment -

            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?

            Younoussou Siby added a comment -

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

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

            Amit Juneja added a comment -

            How can we still not alert the assignee?

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

            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)?  

            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)?  

            Novantas Admin added a comment -

            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

            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

            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

            sp8cemonkey83 added a comment -

            +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.

            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

            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

              Unassigned Unassigned
              malonso@atlassian.com Miguel Alonso
              Votes:
              362 Vote for this issue
              Watchers:
              173 Start watching this issue

                Created:
                Updated: