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To allow these notifications, go to JEMH > Notifications and edit your Jira notifications project mapping. The ‘Use Customer Notification Templates’ checkbox allows separate Service Management notifications to be sent to customers. Jira Users that are not customers will still receive the Jira style notifications.
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Below shows the new templates option for customers:
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After saving the changes, customers will receive Default JSM notifications.
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To create JSM Notifications with an issue event different to the defaults listed above, create a default issue of any type, then edit the new Template Set. By editing, you will have the option to select any Issue Event that the Template will trigger from.
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The template content will stay the same, but the event that triggers this notification will be different.
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The reporter will get Service Management notifications, along with any Request Participants or Organisation Members.
To allow Organisation members, there is a ‘Privileged User’ that must be specified in JEMH > Notifications.
For both Request Participants and Organization members, inside JEMH > Notifications, edit project mapping, there will be ‘Service Management Options’ that must be turned on to allow these customers to receive notifications.
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Notifying Organization members
In order for Organization members you will need to ensure that you have a ‘Privileged User’ set within JEMH > Notifications > Issue Events > Privileged User and you would need to ensure that each Organization member has selected “Get notifications” on the particular issue, if the member has not selected this then it will mean they will not get notified.
To enable “Get notifications” the Organization member will need to access the particular issue within the Customer Portal and will then need to press Get Notifications. As shown below:
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Customising your Template Notification
Inside the edit of your Template Set, there is the option to edit the Subject, Text, or HTML of the event-specific notification. The Text part will appear if notifications are being sent as Text/Plain, whilst the HTML notification will be sent out if the notification should send HTML. This allows customisation for both types.
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To see what sort of variables can be obtained to render into your notification templates, see the following page: Customising JSD JSM Email Templates
Applying Custom Templates
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