カスタマーとチームはどのような通知を受け取りますか?
Customers, agents, and administrators get email notifications about activity on requests. The type of notifications that someone receives will vary based on their role and how they’ve interacted with the request. Read more about roles in Jira Service Management.
There are two types of notifications in Jira Service Management: customer notifications and internal notifications. In both cases, people will get notifications of other people’s activity on the request. They won’t get notifications for their own activity.
カスタマー通知
カスタマー、エージェント、管理者に関係なく、次の場合にカスタマー通知を受信します。
リクエストの起票
Are added to the Reporter, Approver, or Request participant field on a request and have verified their email address
カスタマーがお互いにリクエストを共有することが許可されている組織に属しており、カスタマーと共有しているリクエストがある
カスタマー (エージェントまたは管理者ではない) であり、リクエストに対してパブリック コメントを投稿している
顧客は次の方法で通知をオフにできます。
通知メールで [このリクエストの通知をオフにする] を選択するか、
ポータルのリクエスト ビューに移動して、[通知を受け取る] を [通知を受け取らない] に変更します。
承認者として追加されたカスタマー、またはカスタマー同士がリクエストを共有できる組織に属しているカスタマーの場合、通知は既定でオフになっています。つまり、これらのカテゴリのいずれかに属しているカスタマーに関する通知を受け取るには、特定のリクエストの通知を明示的にオンにする必要があります。
カスタマーがリクエストの通知をオフにした場合でも、引き続き通知を受け取ります。
リクエストが解決されたとき
If they are added to the Approver field and their approval is required
Customers added as watchers on a request will stop receiving customer notifications:
And they have Watch your work items enabled in their personal settings. Read how this could be set by default from user default settings.
内部通知
内部通知はエージェントと管理者のみに送信され、カスタマーには送信されません。内部通知がエージェントまたは管理者に送信されるのは、次の場合です。
added as a watcher on a request (this happens if they post an internal note or a public comment on a request, transition a request’s status and have Watch your work items enabled in their personal settings, or add themselves as a watcher)
added to the Assignee field on a request
Internal notifications are sent from Jira, and are based on the service project’s notification scheme. Read more about notification schemes.
If customer notifications aren’t working
If customers aren’t receiving notifications:
check for failed notifications by looking at the customer notification logs
ask them to check that they haven’t unsubscribed from notifications (they can check this in the portal by clicking the notifications icon [ICON] on the request)
make sure that they’ve been added to the project and have the correct permissions
remove unsubscribe links from notification templates if you don’t want users to opt out
verify that customer notifications are enabled for the project.
ask them to check their email spam/junk folders, and make sure their email configuration allows Jira notifications
If internal notifications aren’t working
If your team members aren’t receiving notifications:
make sure that they’ve been added to the project and have the correct permissions
ask them to check their email spam/junk folders
ask them to check their notification settings
use the notification helper to check if your Jira configuration allows for team members to receive notifications on Jira Service Management requests
エージェントと管理者に対するカスタマー通知と内部通知の相互作用
エージェントがエージェントおよびカスタマーとしてリクエストに追加された場合は、内部通知がカスタマー通知よりも優先されます。
例
An agent creates a request on behalf of a customer, and is automatically added to the Reporter field for that request. Because the agent’s name is in the Reporter field, they’re considered a customer on the request, and will only receive customer notifications.
If the same agent is then added to the Assignee field of the request, they’re considered to be both a customer and an agent on the request. As a result, they’ll begin receiving internal notifications instead of customer notifications.
If the agent is then removed from the Assignee field (but still appears in the Reporter field, so they’re still considered a customer on the request), they’ll stop receiving internal notifications and go back to only receiving customer notifications.
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