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Edit a team-managed customer notification

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

You must be an admin to edit a customer notification.

Notification templates can’t be edited if you are on a Free plan or standard plan with 10 agents free for one year only limited-time offer of Jira Service Management.

To access the feature, upgrade your plan to a paid edition and complete the evaluation period.

If you’re using a paid edition of Jira Service Management, it is possible to enable the feature during your evaluation period by contacting Atlassian support.

Contact Atlassian support

To edit a customer notification:

  1. From your service project, go to Project settings ()> Notifications > 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 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.


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

Data stored in the following variables will be hidden from notification emails when a compliance setting is enabled by site admins. Your customers will need to log in to the portal to view the full content of the notification email.

As a project admin, you are encouraged to review and edit the notification templates which contain the following variables:

  • Issue summary

  • Issue description

  • Comment

  • Attachment (no attachment files will appear in the notification email)

Learn more about safe customer notifications in compliance settings.

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}

When inserting this variable with a , data will appear as [●●●●●] in the relevant notification email.

Issue description

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

When inserting this variable with a , data will appear as [●●●●●] in the relevant notification email.

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}

Request URL

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


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

When inserting this variable with a , data will appear as [●●●●●] in the relevant notification email.

Request status

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

Portal name

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

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.

This page is for team-managed projects

If the lower-left of your service project sidebar doesn’t say you're in a team-managed project, check out these company-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.



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