Can I set up an email notification when request is complete?
Asked by Kelle Foreman:

I'm using Jira Service Management.

I'd like to have our department email receive an email notification whenever a request is closed/marked done/etc.

I thought it would be in one of the areas below.

Under settings and Customer notifications, I found a "Request done" but could not figure out how to add our department email to the listing.

Under settings and Internal notifications, I could not find a "Request done" in the Event listing. I tried adding a notification, but the only option was to add one when a comment was deleted.

Any guidance would be appreciated!

Kelle

![Screenshot 2024-01-04 142646.jpg](/t5/image/serverpage/image-id/298975iE91A168816C085DE/image-size/large?v=v2&px=999 "Screenshot 2024-01-04 142646.jpg")

![Screenshot 2024-01-04 142714.jpg](/t5/image/serverpage/image-id/298973i126F81C88ADE639C/image-size/large?v=v2&px=999 "Screenshot 2024-01-04 142714.jpg")![Screenshot 2024-01-04 143058.jpg](/t5/image/serverpage/image-id/298974iE792700E4B542FE7/image-size/large?v=v2&px=999 "Screenshot 2024-01-04 143058.jpg")


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Kelle Foreman](/t5/user/viewprofilepage/user-id/5365540)

You can use Jira Automation for that.

*Trigger: Issue status changed (or field changed and check "Resolution")*   
*Action: Send email*

You are free in who to send what message in Automation and just need to find the right trigger/condition.

Note though: There are limits on Rule executions now, so depending on how many issues you have a month, you want to be aware of that.

Also: Make sure it's not just yourself that wants to receive that email ;) ("I'd like to")

An alternative not using automation would be to create a filter showing all tickets resolved/moved to done within the last hour and then subscribe to that filter every hour (or any other timeframe). You can subscribe single users or groups to filter results.

comments: author: Kelle Foreman
body: Thank you for that.

Can I set it up so that the details from the request print in the body of that email notification?


author: Rebekka Heilmann _viadee_
body: Yes, assuming the infos are in issue fields?

You can access the fields with smart values: [Smart values in Jira automation \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/)

Example below:

*** ** * ** ***

Hello {{issue.reporter}},

your issue {{issue.key}} has been resolved.

Have a great day!


author: Joseph Chung Yin
body: [@Kelle Foreman](/t5/user/viewprofilepage/user-id/5365540) -

Hi Kelle:

I agreed with [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) suggestion on using Automation for Jira rule setup. You can access the following reference links to gain/learn on this excellent functionality provided within the JSM product

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud