Customer Notifications for Service Management Projects
Only project Administrators can manage customer notifications.
Jira Service Management projects in Orange Tracker support partitioned notifications for customer and agent (internal) users. For customer notifications, service management projects come default with 10 preconfigured customer action notifications (CANs) that can be enabled/disabled/configured per project. See list below for the list of default customer notifications.
Additionally, service management projects allow for the use of custom action notifications for more granularity and configurability. See the Custom Customer Action Notifications sections below for more information.
Each customer action notification rule is evaluated separately for all actions performed in the same step by the agent then batched into a single email to the customer.
Information on creating a custom action notification for resolved work items to allow for silent closing can be found below.
Default Customer Action Notifications
Action | Description |
|---|---|
Customer invited | When a customer is invited to your portal, they are sent an email. |
Request created | When customers create requests in the portal or send an email to your email channel, your service space sends a confirmation that their request was received. |
Public comment added | When a comment that is visible to your customers is added, your service space sends a notification to all the involved customers. |
Public comment edited | When a comment that is visible to your customers is edited, your service space sends all the people involved on the request a notification. |
Request resolved | When a request resolution field is set, your service space notifies the reporter and all customers involved. This notification is sent to the reporter even if they have turned off notifications for a request. |
Request reopened | When a request's resolution field is cleared, your service space notifies all people involved. |
Participant added | When participants are added to a request, your service space notifies the new participants. |
Organization added | When a request is shared to an organization, your service space notifies the organization's members so they can opt-in to further updates. |
Approval required | When a request transitions to an approval stage of its workflow, your service space notifies approvers that they must act on the request. |
Customer-visible status changed | When a request transitions to a status that is visible to the customer, your service space notifies the customers involved. |
Custom Customer Action Notification
Although the templates are configurable for the predefined actions, the triggers behind them are not. This may require creating custom actions to meet project notification needs, such as resolving work items (which triggers on the setting of the resolution field and not the status transition).
Custom customer notifications use the Legacy automation functionality in combination with what’s called a “blueprint” developed by the vendor. The newer Automation functionality supports most everything available in the Legacy automations, except for some items such as the ability to create custom customer notifications with the native email templates and functions.
Additionally, the email functionality for Legacy automation supports ${xxx.yyy.zzz} format for smart values. The default email templates for customer action notifications still rely on this formatting, and can be copied directly to a custom customer action notification.
The Legacy automation is and will remain active and available, and there is no current plan for deprecation. However, it is highly recommended to use the newer Automation functionality for everything else.
Legacy automation user error - “The selected user has been deleted”
If the following error is displayed, set the user to “Automation for Jira” (will need to type it in then select from the dropdown), then select Save.
To create custom customer notification actions:
Go to Project Settings
Go to Notifications → Customer Notifications
Select Create a custom notification from the Notifications paragraph
Provide a name and description for the notification
Select the desired trigger from the list
Select Add conditions, if desired (useful for more granular notifications)
Conditions support JQL via the “Issue Matches” option
Configure the Send email block
Configure the Run as rule, if desired (settings icon at top-right of rule)
Recommended to set to “User who triggered the rule” for audit purposes
Ensure to select Continue or Save wherever necessary
After creating, the rule will then be available in both Customer Notifications and Legacy Automation
Work Item Resolved Custom Customer Action Notification
This will only work for projects that have a workflow containing the “Resolved” status. Currently, the Standard Workflow 3.0 does not contain this status and will not work with this custom customer notification action.
The default work item resolved customer action notification is triggered by the setting of the work item resolution. This may work well for most cases, however will present issues for projects that desire a method to allow the setting of the resolution while not notifying the customer (silent closing). Creating a custom customer action notification triggered by the status transition instead of the setting of the resolution field and disabling the default customer action notification provides a solution to this issue. Follow through the steps above, with the following customizations:
Issue trigger: Status changed
Conditions:
Set to “Issue matches”
For the JQL, enter:
status = Resolved
In the Send email block:
Set the To field to: Reporter (customer), Customers involved
Set the Content field to:
${event.user.name} resolved this as ${issue.resolution}.
Verify that the Run as user is set to “User who triggered the rule”
Ensure that every step is saved during the creation or editing.
Additionally, ensure that the default customer action notification is disabled.