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  1. Jira Service Management Cloud
  2. JSDCLOUD-5425

Add the ability to customize Agent Notifications

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      Currently, Service Desk Agents receive notifications as per JIRA Notification email template, which is not customizable.

      It would be great to have the ability to customize the content of emails sent to Agents, possibly including variables such as customer organization, request types and etc.

       

      Workaround

      You can use Automation to do this (you may want to disable the default Jira notifications that you are going to replace with the custom ones).

      You can find the Automation option in your project settings. Be careful not to confuse it with the Legacy Automation option present in the same menu.

       

      For further details on this please see:

       

          Form Name

            [JSDCLOUD-5425] Add the ability to customize Agent Notifications

            Armin Schanitz added a comment -

            +1

            Armin Schanitz added a comment - +1

            Byron Galietta added a comment -

            +1

            I'd like to remove the two "estimate" fields from our agent notifications as they are not needed

            Byron Galietta added a comment - +1 I'd like to remove the two "estimate" fields from our agent notifications as they are not needed

            Melissa Pershing added a comment -

            This would save admins so much time in managing automation rules.  Please add this to the next release!

            Melissa Pershing added a comment - This would save admins so much time in managing automation rules.  Please add this to the next release!

            Kerli Suve added a comment -

            I would like that.

            Kerli Suve added a comment - I would like that.

            Karen Brown added a comment -

            About to move to Jira Service Management - and find these emails Terrible.    The email describes in 5 different ways that a ticket has been assigned to me - but doesn't tell me anything about what the ticket is.  I have to log into look.   I cant look quickly at the email and decide if I need to move to that ticket or not.   

             

            Karen Brown added a comment - About to move to Jira Service Management - and find these emails Terrible.    The email describes in 5 different ways that a ticket has been assigned to me - but doesn't tell me anything about what the ticket is.  I have to log into look.   I cant look quickly at the email and decide if I need to move to that ticket or not.     

            Todd Thomas added a comment -

            Atlassian-

            It looks like this issue is currently assigned to a former employee, d7c36792fcf8 (inactive). Could you provide an update on where this request is for prioritization?

            It seems like the built-in notifications shouldn't require creating a custom notification system to be able to change the fields included. As an interim step, could you preconfigure an automation that's available for download as JSON file with some of the most common fields agents would need to see?

            Todd Thomas added a comment - Atlassian- It looks like this issue is currently assigned to a former employee, d7c36792fcf8 (inactive). Could you provide an update on where this request is for prioritization? It seems like the built-in notifications shouldn't require creating a custom notification system to be able to change the fields included. As an interim step, could you preconfigure an automation that's available for download as JSON file with some of the most common fields agents would need to see?

            dnoble added a comment -

            Would like to add the ticket 'Request Type' to emails.

            dnoble added a comment - Would like to add the ticket 'Request Type' to emails.

            Hany Elsayed added a comment -

            +1

            Hany Elsayed added a comment - +1

            Brett Hernandez added a comment -

            Would love to see this, especially in combination with another request - https://jira.atlassian.com/browse/JSDCLOUD-7807

            Being able to selectively choose templates, the recipient (agent vs customer/participant), and which issue/request types get the notifications.. etc

            Doing all of this via automation is possible but you could still run into automation restrictions on licensing, not to mention, architecting the entire thing.

             

            Brett Hernandez added a comment - Would love to see this, especially in combination with another request - https://jira.atlassian.com/browse/JSDCLOUD-7807 Being able to selectively choose templates, the recipient (agent vs customer/participant), and which issue/request types get the notifications.. etc Doing all of this via automation is possible but you could still run into automation restrictions on licensing, not to mention, architecting the entire thing.  

            kupis added a comment -

            +1

            kupis added a comment - +1

              1bbfd485bf63 Ben Costello
              pjunior Paulo Junior (Inactive)
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              207 Vote for this issue
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              155 Start watching this issue

                Created:
                Updated: