Send E-Mail with only the content of a raised request to an extern organization

[Gülsah Akman]

Hello,

we created a request type to report any damage.

now we'd like to send - whenever a reporting request was raised from our Jira Help Center - an E-Mail to an external organization who doesn't have a customer jira account with us.
A few question occurred:

Only the content of the ticket (not the ticket-number or link to jira) should be sent per E-Mail. Is it possible that the request raiser can only send the content of a request automatically to the contact persons? And can the attachment (if available) be seen in the E-mail?

Is it possible to create an e-mail template with the e-mail adress of a person from an external organization and in cc the e-mail adress of our intern contact person? If so, how?

Is it also possible that the extern contact person can assign a reference number, which is visible to us in Jira, whenever an e-mail was sent to him? So that in case of queries we can refer to the reference number of the external organization?

Last but not least: 
Can a button be implemented to show a summary of the request at the end of the request?

Thank you!

[Jack Brickey]

Hi @Gülsah Akman ,

have you looked into using automation to send an email to this non-JSM customer? I think you should be able to reach most if not all of your requirements through this capability. But you'll have to play with it a bit to see. You can use smart values, obviously to pull in data from the issue and put into the body of the email. can you give that a try and post back here with any findings?

[Gülsah Akman]

Thank you!

I'll try it out and reach out to you again

[Gülsah Akman]

@Jack Brickey 
So what I did so far is to add a manual trigger (because not every e-mail should be sent automatically) and if/else block with:

If Request Type equals "request-name"

then send e -mail

But how can I display every field that has been filled with information into the E-Mail Content. There is only a few so called "smart values" but I couldn't find any issue property that includes every content in just one value. Also I work with custom fields.

[Jack Brickey]

Indeed, Smart values is the way to include issue fields into your email. There are actually a ton of smart values that you can use. What exactly is missing? The format looks like this...

for fields use ... {{issue.field name}} ... e.g. {{issue.due date}}, {{issue.assignee.name}}

for the last comment use ... {{issue.comment.last}}

if you run into problems please share exactly what data you're wanting to place into the email and I can try to assist further.