Configuring JIRA Service Desk notifications
When customers submit a request through the Customer Portal, they receive JIRA Service Desk notifications to keep them informed of the request's progress. Your team of agents and any internal users (e.g. collaborators) are updated via the default JIRA notification scheme.
On this page:
Overview of notifications
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When a customer submits a request, they receive the following email notifications:
| The project's JIRA notification scheme takes effect for all users on your service team. |
Only changes between the customer-visible 'status names' will trigger email notifications. If, for example, you have given the JIRA statuses "In Progress" and "Waiting for Support" the same customer-visible status name ("Waiting for Support"), customers will not be notified of the transition from "In Progress" to "Waiting for Support". For more information about workflows, see Setting up request types.
Configuring notifications for a project
Two settings impact how notifications work for a service desk project:
The system level Notifications setting, which controls the JIRA Service Desk notifications for all service desk projects. This setting is enabled by default.
To disable JIRA Service Desk email notifications:Choose
> Add-ons. Scroll down to the JIRA Service Desk section and choose Configuration.
Keyboard shortcut: 'g' + 'g' + start typing 'service desk'
- The project level JIRA notification scheme, which controls the notifications sent to agents and collaborators
- If the Notifications setting for JIRA Service Desk is enabled, the JIRA notification scheme takes effect for agents and collaborators.
- If the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined for all events and users (including customers).