Edit a customer notification in next-gen service desks

Notifications are a quick and easy way to quickly update agents and customers on requests. The information can even be tailored to a situtation or grab information from other areas using variables.

You must be an admin to edit a customer notification.

To edit a customer notification:

  1. From your service desk project, go to Project settings () > Customer notifications.

  2. Find the notification to edit, then select Edit.

  3. Choose recipients by selecting and editing To. You can delete recipients by selecting the X next to the name.

  4. Under Content, edit the message. You can add variables by using the Insert variable drop-down to pull blocks of information from issues.

  5. To disable a notification, untick the Enable checkbox.

  6. Select Save to confirm your changes.


Here are the recipients and issue variables you can choose from:

Choose recipients

When choosing recipients, add at least one of the following to the To field:

Reporter (customer)

This is the person that reported the request.

This notification will be sent even if the reporter has opted out of receiving notifications on the customer portal.

Customers involved

All customers involved in the request, including the reporter and any request participants.

This notification won’t be sent to customers if they have turned off notifications for an individual request in the portal or in the request's email thread.

Added participants

The people who have been added as request participants.

Added organizations

The people in an organization that the request has been shared with.

Approvers

The agents who need to approve or decline a request.

Exclude person who caused the action

This prevents the person who triggered the rule from receiving a notification. For example, if a customer adds a comment to a request, you can choose to exclude them so they won't receive a notification about their own comment.


Include issue variables

You can use variables to pull blocks of information from issues and insert them into your message. Select the Insert variable drop-down menu to add valid variables for the notification you're customizing.

Recipient name

The full name of the person receiving the email. ${recipient.name}

Name of the person who caused the action

The full name of the person who triggered the notification, for example by adding a comment. ${event.user.name}

Issue summary

The summary of the issue, or blank if there isn’t one. ${issue.summary}

Issue description

The description of the issue, or blank if there isn’t one. ${issue.description}

Issue key

The issue key (for example, IT-123). ${issue.key}

Issue reporter

The full name of the user that reported the issue. ${issue.reporter.name}

Issue resolution

The resolution of the issue, for example "done". ${issue.resolution}

Request URL

The URL of the request in the customer portal. ${request.url}

Comment

The comment added to the issue. This is only available using the "Comment added" or "Comment edited" WHEN trigger. ${comment}

Request status

The customer-visible status of the request, as shown in the customer portal. ${request.status}

Portal name

The portal name, which can be edited on the Portal settings page. ${portal.name}

Request details

The full details of a request. This includes the creation date, request type, summary, and the same fields configured as visible in the request type setting. This does not include fields created by third-party add-ons. ${request.details}

Approval buttons

The Approve and Decline buttons to action requests from within the email. ${approval.buttons}

Fast-track the time it takes approvers to action pending requests by inserting Request details and Approval buttons to your approval notifications template, if they aren't there already.

 

Are you on the right help page?

If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

 

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