Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2284

Ability to toggle Service Desk notification scheme at the project level

XMLWordPrintable

    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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).

            [JSDSERVER-2284] Ability to toggle Service Desk notification scheme at the project level

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011475 ] New: JAC Suggestion Workflow 3 [ 3648953 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664348 ] New: JAC Suggestion Workflow [ 3011475 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324574 ] New: Confluence Workflow - Public Facing v4 [ 2664348 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053711 ] New: JSD Suggestion Workflow - TEMP [ 2324574 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048893 ] New: JSD Suggestion Workflow [ 2053711 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280527 ] New: JSD Suggestion Workflow - TEMP [ 2048893 ]
            jonah (Inactive) made changes -
            Description Original: 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).             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-2284].
              {panel}

            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).
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-2284 [ JSDCLOUD-2284 ]
            Matthew McMahon (Inactive) made changes -
            Fix Version/s New: 3.3.0 [ 61746 ]
            Resolution New: Fixed [ 1 ]
            Status Original: Open [ 1 ] New: Closed [ 6 ]

            Matthew McMahon (Inactive) added a comment -

            Since 3.3.0 Server and current Cloud, it is now possible to control which Service Desk notifications will be sent, on a per project basis.

            If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues.

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Since 3.3.0 Server and current Cloud, it is now possible to control which Service Desk notifications will be sent, on a per project basis. If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues. Regards Matt JIRA Service Desk developer

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

                Created:
                Updated:
                Resolved: