Summary

This page covers how JEMH can send default JSM Style notifications to the relevant recipients on the issue. Unlike Server you are not able to select separate Templates for Customers and Jira Agents which means that when you select JSM Templates they will be used for all Issue Event notifications.

When JSM Notifications are sent

When you have Service Desk 2 Templates selected within the Notification mapping then this will result in the notifications only being sent for the following events:

1. Issue Created

2. Issue Commented (uses Issue Updated template)

3. Issue Deleted

When User turned Notifications Off for an Issue

Unlike JSM Notifications, when Portal users Turn Notifications off for a specific Issue JEMHC will not adhere to this setting and will still send the Notification.

Below Screenshot shows the option that is mentioned here.

Open

Organization Member Notifications

To send Notifications to Organization members you will need to Enable Notify Organizations within the Notification Mapping. This can be found by going to JEMHC > Notifications > Email > Notification Mapping > Audience > Notify Organizations

Once this is enable it will then result in Notifications being sent to the Members of the Organization that is set on that Issue.

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Request Participants Notifications

To send Notifications to Request Participants you will need to Enable Notify Request Participants within the Notification Mapping. This can be found by going to JEMHC > Notifications > Email > Notification Mapping > Audience > Notify Request Participants

Using JSM Notifications without Service Management Installed

Currently, JSM Notification Themes can be used with a non-Service Project without a need for any modifications to the template.

Custom CSS on Template

To add custom CSS, you will need to create custom Theme which has the relevant CSS Styling. To make the creation of the Theme easier, you may want to select to copy the Default Service theme as it will then have the same Styling and Macros.

For more info see: Create custom Theme and Template Sets

Customising your Template Notification

To edit your Template Notification, you will need to go to Notifications > Template Set and then Press edit (Pen Icon) on the relevant Template. Note: If you are using a Default Template then you will need to create a new Template as Default template cannot be modified.

For more info about templates: Template Sets

Once you press edit you will then see that there is three sections that can be modified, the Subject, Text or HTML. 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.

Applying Custom Templates

To use the Custom Templates for notification, you would need to edit the Notification Mapping to select the new template for the relevant Event. This will then change the Template that is used for them type of notifications. For more info about Notification Mapping configuration see: Email notification mappings