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What are safe customer notifications?

You must enable this setting if your organization is required to use Jira Service Management in a HIPAA-compliant way. If you’re a customer who has a Business Associate Agreement (BAA) in place with Atlassian for Jira and Confluence with Enterprise plans, follow the instructions on our HIPAA implementation guide.

Enable this setting will hide confidential and sensitive information from email notifications that are sent to your customers via third-party vendors we use to power our applications. Once enabled, sensitive data will be hidden from the notification emails. Your customers will need to log in to the portal to view hidden information available on a request.

You must be a site admin to configure the compliance settings.

To enable or disable the safe customer notifications setting:

  1. Go to Settings > Products.

  2. From the sidebar under Jira Service Management, select Compliance settings.

  3. Under Safe customer notifications, enable or disable the setting.

Project admins should review and edit the project’s customer notifications, and language support settings that contain these issue variables: issue summary, issue description, and comment. When the setting is enabled, data will appear as [●●●●●] in the email notifications and attachments won’t be available. Learn more about creating and editing the content of customer notifications.

Disable automation rules that send notifications

You’ll also need to disable any rules that send notifications. The rules include: Send email, Send Microsoft Teams message, Send Slack message, Send Twilio notification, and Send web request. Learn more about disabling automation rules.


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