Email issue based on request types

[Tayyab Bashir]

Hi, 

I have several request types in my service desk project and they all use the same workflow.

I want to be able to send emails (with issue details) to team members based on the request types when issue is created.

For e.g.
Issue created with request type A --> emailed to Person 1
Issue created with request type B --> emailed to Person 2

I have a JIRA Service Desk Cloud version. 

Can anyone help me achieve this task.

Many thanks.

[Patrick Cartier [Candylio]]

Hi @Tayyab Bashir,

You can create an automation rule for this.

When request is created if issue matches request type A then send email to user 1. 

When request is created if issue matches request type B then send email to user 2.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

alternatively you could use the "alert user" if you don't want to send an email

[Tayyab Bashir]

Hi,

Thankyou for your reply.

This does't show me the option to send email to any person I chose to. 

For e.g.

When --> Issue is created
If --> Request Type = "HR"
Then --> Send email to hr@xxx.com

I can see the option for email triage, but I think that's a different thing.

[Patrick Cartier [Candylio]]

use "alert user" then if that's not working.  You can specify the user as long as the user is in the system.  This might not give the issue details but it will alert the user that something requires their attention.

If non of these are good then you could try the Automation for Jira plugin from Code Barrel.  They have a lot more options that the out-of-the-box jira automation.

https://marketplace.atlassian.com/apps/1215460/automation-for-jira?hosting=cloud&tab=overview

[Tayyab Bashir]

The user I am trying to mention is a customer. 
They are not in the service desk team role. 
I only have a license for 3 people, and I cannot add anymore people. 

Rest are all the customers. 

[Patrick Cartier [Candylio]]

That functionality is available in the add-on I believe.

Another option you could use if you have some development skills is a webhook:

https://developer.atlassian.com/server/jira/platform/jira-service-desk-webhooks/