Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
You must be a project administrator to create or edit customer notifications.
To create or edit notifications:
From your service project, go to Project settings () > Customer notifications.
Choose the notification you want to edit, then select Edit.
Choose recipients by selecting and editing To. You can delete recipients by selecting the X next to an added recipient.
Under Content, edit the message. You can add variables using the Insert variable drop-down to pull blocks of information from issues.
Toggle Enable to turn customer notifications on or off.
Select Save to confirm your changes.
When choosing recipients, add at least one of the following to the To field:
Reporter (customer)
The reporter of the request.
This notification is 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 request participants.
This notification is not sent to customers if they have turned off notifications for an individual request in the portal or a 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
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 don't receive a notification about their own comment.
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's none. ${issue.summary}
Issue description
The description of the issue, or blank if there's none. ${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}
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