Automation for triaging support issues

[Nikhil Bhat]

We have a Jira Software project where we have a support Board as well along with scrum board. We have used DL which is open to users and using this DL a support issues gets created on the board.

We want to write an automation which can pick up user details from request and sends out the email to the users mentioning we have received your request.

I know this can be easily done in a service management project but need to know how can we achieve this in a software project

Thanks

[Jack Brickey]

Do you have Automation for Jira addon or other scripting addon? That will be required. 

[Nikhil Bhat]

Automation for Jira

[Jack Brickey]

Here is what I would start with...

• trigger - issue created
• condition - as desired to isolate those issues where action is desired
• action - set variable based on extracting email from the issue description if that is where those details are located. There are a number of posts on using Regex to do this so I won't regurgitate here, example - Automation-Regex-extract-email-address-from-Issue-Description 
• action - send email using the variable

give the rule a shot and let me know if you get stuck.

[Nikhil Bhat]

thanks Jack, this was supper helpful