How to access the internal Customer notifications logs through Legacy automation
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
This article describes the steps to see the internal Customer notifications logs in a Jira Service Management project using Legacy automation. Please remember that the internal Customer notifications differ from the outgoing Customer notifications detailed in this doc: "View customer notification logs for your service project." Also, you can access the internal Customer notifications logs directly even if your JSM instance doesn't have Legacy automation enabled as explained in Step 2.
Accessing the internal Customer notification logs can be very useful for auditing and troubleshooting if a notification event was sent from your JSM to a customer successfully or not.
Step 1: Get the Customer notification ID.
If in a Company-managed project:
Go to your Service Project > Project Settings.
Customer Notifications > Under Notifications, find the specific notification event you wish to see the logs > Under Action, click on Edit.
You will see the URL of the page similar to the one below:
https://yoursitename.atlassian.net/jira/servicedesk/projects/PROJECTKEY/settings/customer-notifications/rule/182
- You can see the Customer notification ID at the end of the URL. In the example above, it's 182.
- You can see the Customer notification ID at the end of the URL. In the example above, it's 182.
- Copy the Customer notification ID and save it.
If in a Team-managed project:
- Go to your Service Project > Project Settings.
- Notifications > Customer notifications > Under Notifications, find the specific notification event you wish to see the logs > Under Action, click on Edit.
You will see the URL of the page similar to the one below:
https://yoursitename.atlassian.net/jira/servicedesk/projects/PROJECTKEY/settings/notifications/customer-notifications/rule/72
- You can see the Customer notification ID at the end of the URL. In the example above, it's 72.
- Copy the Customer notification ID and save it.
Step 2: View it using the Legacy automation logs.
Legacy Automation
Please keep in mind that in a phased rollout starting on August 30, 2021, Legacy automation is turned off for all new Jira Service Management sites. This change is part of our Automation Unification effort to concentrate development efforts and give JSM users a single, powerful automation platform.
If your JSM Site has Legacy automation enabled:
- Go to your Service Project > Project Settings.
- Automations > Legacy automation > Next to any Legacy automation, click on the (...) icon > View log.
You will see the URL similar to the one below:
https://yoursitename.atlassian.net/jira/servicedesk/projects/PROJECTKEY/settings/automation/log/CustomerNotificationID
- Replace the "CustomerNotificationID" with the one you copied before in Step 1.
- Please remember to use your instance details in the "yoursitename" and "PROJECTKEY" parts of the URL.
If your JSM Site doesn't have Legacy automation enabled:
Use the URL below to access the Customer notification legacy automation logs. Replace the "CustomerNotificationID" with the one you copied before in Step 1:
https://yoursitename.atlassian.net/jira/servicedesk/projects/PROJECTKEY/settings/automation/log/CustomerNotificationID
- Please remember to use your instance details in the "yoursitename" and "PROJECTKEY" parts of the URL.
- You will see a page with the internal Customer notification logs like the one below: