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In Jira Service Management (JSM), you can activate customer notifications for each project so . This way, users automatically receive an email every time someone updates one of their requests.

All these emails contain a View Request link , which directs users to the default JSM project on Atlassian’s website – URL: (YourCompany).atlassian.net. This happens even if the user created the issue on your Refined site. To direct users to the JSM project on your Refined site instead, update the email template:

  • Of every service project that you added to your Refined site.

  • Of each language in your service project, if you have enabled several languages.

templates.

Info

If you move a service project from one Refined site to another, you will have to update the link links again.

Customize a customer notification template

Follow these steps for every service project that you added to your Refined site:

  1. From your JSM project’s sidebar on the left, go to Project settings >Customer notifications.

  2. Under Templates, select Edit templates.

  3. Locate this piece of code:
    <a class="jsd-issue-link" href="$(request.url)"›view request</a>

  4. Replace ${request.url}with https://YourRefinedSite(YourRefinedSiteDomain)/request/${issue.key} For example, it can look like this:
    <a class="jsd-issue-link" href="https://alto-intranet.refined.site/request/${issue.key} "›View request</a>

When you have

Customize customer notifications in different languages

  • If you’ve enabled several languages in a service project, follow these steps for each language:

  1. From your JSM project’s sidebar on the left, go to Project settings > Customer notifications.

  2. Under Language support, click on a language.

  3. Scroll down to Email Templates.

  4. Follow steps 3 and 4 in the instructions above.

links in

When adding a customer to a JSM project, by default the customer will receive receives an email with a link to complete the signup. When the customer has completed the signupAfter signing up, they are taken directed to the default Jira Service Management Help Center project (with xyzJSM project URL, which is (YourCompany).atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect . It is currently not possible to direct the user back to the Refined site. To keep track of this issue or vote/comment on it, click here.

Workaround

Because We suggest adding additional instructions to the email, telling the user needs to go to complete the signup, our workaround suggests keeping the signup link, but make an additionthe Refined site after completing the signup.

  1. Go to Service Project > Project Settings > Customer notifications.

  2. Edit the Customer invited notification.

  3. Add the instructions that include a link to your Refined site portal.

Result

Click

  1. For example (click to enlarge

.

  1. ):