How to notify the creation of issues to users in Jira or Jira Service Management

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Platform Notice: Cloud, Server, and Data Center - This article applies equally to all platforms.

  

Summary

This article provides an example on how you may notify users on the creation of issues in Jira or requests in Jira Service Management (formerly Jira Service Desk).

For more elegant or robust notification solutions, you may reach out for ideas in our Community or consult our specialized Atlassian Solution Partners!


Environment

Any version of Jira Core 7.x or 8.x and Service Desk/Management 3.x or 4.x

Jira Cloud should have similar features, but the screen-shots provided below are from Jira Server/DC.


Solution

Both example solutions below make use of automating comments into the newly created issues. The users mentioned in the comment will receive an e-mail saying they've been mentioned in that issue/request and the comment body in the e-mail, too.

Make sure to configure the automations to be asynchronous (or "run in the background" after the issue's created).

Using Jira Service Management Project Automation

You may implement this by adding a trigger on issue creation and an action to comment the text you want and @mention the usernames you want to notify.

You may additionally add IF conditions to notify different sets of users based on what the reporter filled in the issue he/she created.

On JSM Project Automation the users are mentioned by typing @username, which is transcribed as "[~username]" in the text. Auto-complete's available for the usernames.

Using Automation for Jira

You may also achieve this using Automation for Jira:

Note, though, the usernames must be typed in the format "[~username]" and there is no auto-complete. It's a bit less user-friendly than the Project's Automation in this particular aspect.



Last modified on Aug 26, 2021

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