Ticket Information via Email using Automation
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
This document outlines the process of automating the retrieval of ticket details when a user enters a ticket ID into a designated custom field while creating a new request. An automation rule will be triggered to fetch the details of the ticket ID entered in the custom field and email them to the reporter.
Solution
Here's a brief overview of the process we're looking to implement:
- Creating a New Request: A user creates a new request and enters a ticket ID (issue key) into a designated custom field.
- Automation Rule: The automation rule should get the ticket details based on the ticket ID entered in the custom field and email these details to the Reporter.
Example Automation Rule Setup
Step 1: Rule Trigger
Set the rule trigger to "Issue created." This configuration ensures that the rule activates each time a new issue is logged.
Step 2: Check Custom Field for Ticket ID
We will use a branch function to retrieve the issue using JQL (Jira Query Language) from the specified custom field. In this example, the custom field used is named 'custom_text_single_line.' Replace this with your specific custom field where users will input the issue key.
Step 3: Send Email
Use the "Send email" action along with smart values to configure the email contents. In this setup, the email is directed to the reporter and incorporates elements such as {{issue.key}} in the subject, as well as {{issue.summary}} and {{issue.description}} in the email body. You can further customize these details using additional smart values to meet your specific needs.
This guide provides a foundational framework for setting up the automation rule. You are encouraged to modify and extend it to better align with your operational requirements and preferences.
To ensure security, remember to restrict the scope of automation so that users can only access tickets from projects they are authorized to access.