Adding the Organizations as one of the conditions on the new rules feature.

[Julio Banegas]

I am trying to send an email alert to our agents when a specific customer as created a Critical or Major issue. I have done this on the old automation but it does not send an email it just adds a comment to the request.

[Angélica Luz · Accepted solution]

Hello Julio,

Thank you for reaching out to Atlassian Community!

When using the automation to alert agents, they should receive a notification, unless they have disabled notifications for mentions. 

If the automation only adds a comment without mentioning anyone, then they would only receive a notification if they are watching the issue.

The option that Hernan mentioned is a great workaround for this case because you can send an email to a group, role, or specific agents.

Please, go to Project settings > Project automation (Classic project) or Project settings > Apps > Project automation (Next-gen project) and create an automation rule like the one below:

Hope this helps!

Regards,
Angélica

[Julio Banegas]

This works, Thank you !!

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Julio Banegas why not use the latest automation addition? It's should be pretty straightforward there. Nevertheless I would suggest you have a special queue for those requests. An agent should be focused on the queues rather than checking their emails to see if something new has happened in Jira