How to send automatic emails when a customer uploads files

[Vasilis Gerakis]

Hi, 

We use jira service desk and Cloud files app so the customers upload files directly to AWS S3 bucket when submitting a request to jira service desk. Is it possible to have an automation that will be triggered when a file upload is complete? We want our agents to receive an email from the system that the customer uploaded a new file.

Thank you,

Vasilis

[Angélica Luz]

Hi Vasilis,

Thank you for reaching out to Atlassian Community!
On Automation in a Service Desk project or using an add-on like Automation for Jira, there is no option to add the attachment as a trigger to run an automation.
When a customer adds an attachment on the portal or via email, this attachment is added in a comment. What could be done as a workaround is to add an automation that runs when a comment is added and if the comment contains the text "attachment" it will alert a user.

Regards,
Angélica

[Vasilis Gerakis]

Thank you Angelica for your reply. We use Simple Cloud Files for attachments because our customers have large files. When a file is uploaded through this app, a comment is not added.

[Dario B]

@Vasilis Gerakis 

Not sure if help is still needed on this topic, but I have noticed that some tags were missing. I added the tags for "marketplace and integrations" and  Simple Cloud Files add-on to increase the chances to get an answer on this.

I am also mentioning @Anthony De Moss  in here since he is usually answering questions related to the Simple Cloud Files app and maybe he can help. 

Cheers,
Dario

[Vasilis Gerakis]

Thank you @Dario B indeed help is still needed! 

[Anthony De Moss]

Thanks @Dario B for bringing this to my attention.

@Vasilis Gerakis sorry for the delayed response. For some reason we didn't get a notification email on this.

To answer your question: at the moment there is no way to send an email from our end when something happens, as Atlassian doesn't provide us with a access to any emails of users/customers or a way to send something on your behalf.

As for triggering an event/automation, I will have to investigate the possibility of that and see if Atlassian exposes any such functionality. If it does, we'll definitely add it.

Hypothetically, would you be open to adding a custom field to your issues that our plugin can update with messages? The idea being, if there is no functionality for vendors to trigger events/messages, we could update the custom field when something happens, which in turn would trigger issue change notifications, etc. That might be a way to step around the limitations.

Cheers,
Anthony

[Vasilis Gerakis]

@Anthony De Moss this is a very nice idea and of course I am open to this. Please let me know if and when this becomes possible.

Regards,

Vasilis