Adding announcements
Here are all the places within Jira Service Management that you can add an announcement:
Help center announcements
The help center is a collection of all your service projects (customer portals). Customers who go to the help center can see all the service projects they have permission to send requests to. To add an announcement here:
- Go to Jira administration > Applications > Jira Service Management > Configuration.
- Below Help center, select the link View and customize.
- On the right hand side, in the customize panel, edit the following fields:
- Announcement subject (for example, Hours of operation)
- Announcement message (for example, Mon-Fri: 09:00 to 17:00)
- Choose Save changes to publish your announcement.
You can give your agents permission to add announcements to the help centre.
- Go to Jira administration > Applications > Jira Service Management > Configuration.
- Under the help center setting Can agents add announcements to the help center? choose Yes.
Login screen announcements
These announcements are displayed to customers who haven't logged in. The announcement might be a useful login prompt, or contact information in cases of difficulty. To add an announcement to the login screen:
- Go to Jira administration > Applications > Jira Service Management > Configuration.
- Below Help center, select the link View and customize.
- On the right hand side, in the customize panel, under Add login announcement, edit the following fields:
- Announcement subject (for example, How to login)
- Announcement message (for example, Use your employee login as follows...)
- Choose Save changes to publish your announcement.
Customer portal announcements
Every service project comes with an online portal that your customers use to interact with your service team. To add an announcement to a specific customer portal:
- Navigate to the service project you want to update.
- Choose Project settings > Portal settings.
- Click the link View and change under the Announcement heading.
- On the right hand side, in the customize panel, under Add help center announcement, edit the following fields:
- Announcement subject (for example, Holiday hours)
- Announcement message (for example, The IT team will be out of the office from 20th December to 5th January)
- Choose Save changes to publish your announcement.
You can give your agents permission to add announcements to the customer portal.
- Go to Project settings > Portal settings.
- Under the announcement setting Can agents add announcements to this portal? choose Yes.