Send email notification to customers and organization members when agent add a comment to an issue

[Chris K.]

Hello,

I am looking for a way to enable a function, rule (if exists) to make available the email notification to all customers of an organization when the agent add a new comment. For the time being by default only the reporter (creator) receiving the email notifications, but not the rest of the organization's team.

When a member of the organizations opens a ticket-issue via service desk portal and shares it with the organization all members are notified. When the agent who supports the ticket replies or adds a comment only the creator is notified via email.
I want to notify all members of the organization instead.
I create a automation and a custom rule yet nothing changed only the creator receives the email

Could you please assist me?

[Marc - Devoteam]

Hi @Chris K_ 

Welcome to the community.

What does your current automation look like, this might help the community on investigating?

There is also an option to add all members of an organisation a participants to each created ticket, see Atlassian KB but I don't know if this solves the issue.

I see there is alos an open request on this topic at Atlassian -> JSDCLOUD-4570 

[Muhammad Moazzam Hassan]

You cannot send emails to the organization via automation rule for this you have to create groups the same as the Organization, so you can send the Email to the group via automation.

[Chris K.]

Thanks Marc, I checked the Atlassian KB yet something is missing and I cannot complete the automation, something in the beginning maybe, yet I 'll try again later on.

[Chris K.]

Hi Muhammad, I tried but in members it doesn't allow me to add customers , but only myself

[Chris K.]

The automation I create is the following

[Muhammad Moazzam Hassan]

You can only perform this action if you are a Site-Admin because Site-Admin can access and manage groups.