Email automation from custom fields

[Amber Higgins]

We are needing to automate emails to send to a User and their Manager for our client. In the issue type we created custom fields to capture the User and the Manager. Is there a way to automate the email to send to the User and Manager? I know emails can be automated to the reporter but if emails can only be automated to the reporter the reporter would then have to manually forward the automated email to the user and manager which is not ideal. Hoping there's a way to automate emails based on these fields.

[Trudy Claspill]

Hello @Amber Higgins 

Welcome to the Atlassian community.

Are you working with Jira Cloud or Jira Data Center? To find out, click the Help button near your avatar and then select the About option, and tell us what it says. Jira DC will show some version information where Jira Cloud does not.

What are the custom field types for User and Manager? Are they User Picker fields?

If so, then yes, it is possible to automate sending emails to them.

The exact details of how to do that depend on your hosting type (Cloud or Data Center), and the scenario you are trying to automate. What are the conditions that should cause the email to be sent? What information do you want to include? Do you want the users to receive the individual issue notifications similar to those sent to Reporters and Assignees when events occur in an issue? Or are you wanting to send a custom notification that doesn't correspond the the Notifications Configuration that can be configured for the project?

[Amber Higgins]

Hi! Looks like it is JIRA Data Center version is v9.12.4. The custom fields are User email and Manager email. Not sure if they are picker fields would have to ask our jira admin. We have about 7 different scenarios where the client would like emails automated. Examples when an incident is created, cancelled, closed and a few others. We would need to populate the email based on certain fields or a custom template. We wouldn't need the users to receive the individual issue notifications like reporters and assignees do.

[Trudy Claspill]

If the fields are User Picker fields you would be able to select a user from a list of users. Are you able to do that, or do you have to type in the email address?

Since you don't want them to receive the individual issue notifications like the Reporters and Assignees, a solution for sending custom emails is the Automation for Jira functionality. The reference material is found here:

https://confluence.atlassian.com/automation0902/jira-data-center-automation-1431247381.html

Jira Administrators can use this functionality. Depending on permissions that have been granted, Jira Project Administrators may also be able to use the functionality. You have indicated that you are not a Jira Administrator. Are you a Project Administrator for the project where you want this implemented? If so you may be able to create the Automation Rules to handle these scenarios.

The basic structure is

TRIGGER

CONDITIONS (optional)

ACTIONS

So you could create a rule for the project that says:

TRIGGER: Issue created
ACTION: Send email

The available Triggers, Conditions, Actions and other information can be found in the reference materials.

[Amber Higgins]

We would be typing in the email address as the field is a text box to capture the user email address. The user tied to the user email address is not going to be a jira user in order to be able to select them. They are workers who call in an issue and an incident ticket is created in jira but we are needing to be able to automate emails to that user who reported the issue. 

[Trudy Claspill]

You should be able to send emails to those addresses using the Send Email action in Automation Rules.

You would need to use a smart value(s) in the To field of the action to reference the field(s) that have emails that should be recipients.

[Piyush Annadate _ACE Pune_]

Hello @Amber Higgins ,
Welcome to the Community !!

You may add the user customfield (if manager field is a user field) to the Notification scheme (BUT this won't be ideal in further scenarios).

Can you let us know on what actions - you want to send mail?

Let's assume, on DONE/CLOSE TICKET (just an example): You can create a JIRA Automation wherein based on actions, you can draft your own email body, and recipients as well.  As a schedule/event based/etc. 

[Amber Higgins]

We have about 7 different scenarios where we would need to automate emails. 1. When an incident is created 2. When an incident is closed 3. When and incident is cancelled 4. When an status is updated to Incident Resolution in Progress 5. When a status is update to Pending Customer then we have 3 reminder emails sent on Day 1 Day 3 and Day 5.

[Piyush Annadate _ACE Pune_]

Hi @Amber Higgins , You may need to create a Automation (probably a single automation) with If/else condition for the event as issue transition for  STATUS.
Reporter/Assignee are the selection in the 'send mail' component of automation; and for the Manager email, you can refer to the customfield available. 
[If the manage field is a text field, then that should have the correct email address, if that's a user picker, then you can select the field in the 'send email' automation component. [Per Trudy Screenshot above].

You can use as below. 

{{issue.<ManagercustomfieldName>.emailAddress}}

 

Notes:
1. Keep a single automation based on if/else or branches. Maintenance is easy.
2. Within the automation - Create a template to reuse, eg. subject based on status. You can use lookup table as well.
3.For the Reminder email - Create a separate automation. Tip: Enable/disable weekend notification per your need.
4. Reporter/Assignee will receive notification for default notification.

[Jeroen Poismans]

Hi and welcome to the community!

I understand you want to send mails to User and Manager, which are captured in a custom field on the issue right?

I suggest you have a look at Smartvalues:
https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Assuming that these 2 fields are user pickers try something like this in the recipients field on the Send Email action in your Automation rule:

{{issue.User.emailAddress}}
{{issue.Manager.emailAddress}}

Give it a try!