Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-2284

Ability to toggle Service Desk notification scheme at the project level

    XMLWordPrintable

Details

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Unless I am mistaken, you can either enable globally the JSD notification schemes, bypassing the tweaks you can do in a notification scheme, or you have to turn it off and revert to the project-level notification scheme.

      Unfortunately, this also removes the JSD email templates. We have several service desks at the office, and one of those we don't want it to be chatty towards the customers. What I would have liked to do was to disable the emails to the reporter, but leave everything else as-is.

      After much pondering I ended up keeping JSD notification set to ON globally, and setting the project-level notifications scheme to NONE. This solves some of the problem, but service desk agents won't get emails either when we assign to them.

      It'd be nice if we had more control over this, such as turning OFF the service desk notification scheme at the project level, or use the project notification scheme to control when the emails are sent (but not their format).

      Attachments

        Issue Links

          Activity

            People

              Unassigned Unassigned
              0abfa8ade47e Stephane Rouleau
              Votes:
              9 Vote for this issue
              Watchers:
              8 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved: