Send mail to author on first status change

[Jan-Peter Rusch]

Hi,

our users don't want an email on issue creation but on first status change after creation. This normally marks that someone works on the issue & an assignee has been set.

We've got several ITSM JSD workflows (Service request, Incident, Change,...) which can be triggered by JSD portal.

Jira Automation Pro & Script Runner are available.

Thanks,

JP

[Alexey Matveev · Accepted solution]

Hello,

You can do it with the Service Desk Automation. Create the Status Changed trigger, create JQL condition that checks in what status the issue is, then you add the Send email action.

You can find more info about Jira Service Desk automation here:

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

[Jan-Peter Rusch]

Hi Alexey,

how can I make sure that the mail is only sent once, e.g default service request workflow puts new issues in "Waiting for support". The issue can be switch between "Waiting for customer" and "Waiting for support" several times. The mail should only be sent once!

Best

JP

[Alexey Matveev]

You could make a custom field: Email Sent as a text field or number (do not put it on a screen). Then in the same trigger fill this field with value 1. Then in condition you would check the status and this field is not equal to 1.

[Jan-Peter Rusch]

Yeah, that was one of my ideas, but I was hoping to get around the whole fiddling with creating a new custom field.

I'll try...

Thanks,

JP

[Susan Hauth _Jira Queen_]

Hi Jan-Peter,

How are things?

So re your question, are you referring to the customers or the agents?  Because if customers, simply disable in customer notifications "Request Created".  But keep "Customer-visible status changed" enabled.

Hope that helps

Susan

(your queen)

[Jan-Peter Rusch]

Hi Susan,

all fine here... I solved the problem by using a custom field "transitioned" which is set on the first transition.

The problem is that an issue can be switched between "Waiting for support", "Waiting for customer" and "In progress" several times. We want the initial confirmation mail to the customer to be sent only once, AFTER the agent took the ticket & transitioned it.

If he doesn't comment on the issue & just transitions it from "Waiting for support" to "In progress" the mail should be sent, but only on the first transition from "Waiting for support" to "In progress".

You're right: we show the customer only two states: "In Work" or "Waiting for your answer", but in this case a transition from "Waiting for support" to "In progress" doesn't change the customer visible status.

Hugs to my queen

JP