Need to send an email once an ticket is opened with a elevated status

[Dana Burrows]

We have a the need to send an email when an urgent help desk (Service desk) ticket is entered.

[Jorden Van Bogaert]

Hi @Dana Burrows 

You can use Jira Service Desk Automation rules for this (built-in feature).

More info can be found here: https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-rules-to-automate-repetitive-tasks/

Basically you'd create a rule that triggers on issue created, check versus some JQL (to check priority for example, or status = escalated) and use the THEN statement to fire the 'email' action.

Hope this helps!

Kind regards
Jorden