Sending two automatic notifications when a customer logs an issue ticket

[Manpreet Singh]

We are trying to send two automatic response emails to the customer when an issue is logged.

• First automatic response email when the support ticket has been logged (we are able to achieve this)

Second: A Support Engineer has been assigned to your ticket (unable to configure this when a ticket is assigned to an engineer).

We appreciate any assistance you can provide.

[Sebastian Mühleis · Accepted solution]

Hi @Manpreet Singh ,

have you tried an automation rule?

Here you find an extremely good webinar, in which you get to know automation, very practical examples and also a playground where to test them (without using your automation executions - if you have limitations): https://www.atlassian.com/webinars/software/getting-started-automation-jira

In this webinar you also get to know the rule playground (https://docs.automationforjira.com/rule-playground/) where you can set up and test automation rules without using your executions. Just because I was curious, I tried out to configure an automation responding to your requirements (you'd need to exchange some of the values, but I included the picture for a better understandign of what I try to imply ;-)

If you need further help let me know - I was fighting your find roughly two months ago, but am a happy man by now ;-)

[Manpreet Singh]

Hi @Sebastian Mühleis

Thanks for the solution, it worked like a charm. I am able to achieve what I was looking for.

Thanks once again :)

[Sebastian Mühleis]

Hi @Manpreet Singh ,

you're welcome - and I'm happy that I could help :-)