In Jira Service Management (JSM), you can activate customer notifications for each project
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. 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
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URL: (YourCompany).atlassian.net. This happens even if the user created the issue on your Refined site.
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To direct users to the JSM project on your Refined site instead, update the email
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Of every service project that you added to your Refined site.
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templates.
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If you move a service project from one Refined site to another, you |
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have to update the |
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links again. |
Customize a customer notification template
Follow these steps for every service project that you added to your Refined site:
From your JSM project’s sidebar on the left, go to Project settings > Customer notifications.
Under Templates, select Edit templates.
Locate this piece of code
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:
<a class="jsd-issue-link" href="$(request.url)"›view request</a>Replace
${request.url}withhttps://
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(YourRefinedSiteDomain)/request/${issue.key}
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For example, the code can now look
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like this:
<a class="jsd-issue-link" href="https://alto-intranet.refined.site/request/${issue.key} ">View request</a>
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Customize customer notifications in different languages
If you’ve enabled several languages in a service project, follow these steps for each language:
From your JSM project’s sidebar on the left, go to Project settings > Customer notifications.
Under Language support, click on a language.
Scroll down to Email Templates
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.
Follow steps 3 and 4 in the instructions above.
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Limitation:
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invitation email link
When adding a customer to a JSM project,
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the customer
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receives an email with a link to complete the signup.
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After signing up, they are
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directed to the default
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JSM project URL, which is (YourCompany).atlassian.net
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. It is currently not possible to direct the user back to the Refined site.
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To keep track of this issue or vote/comment on it, click here.
Workaround
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We suggest adding additional instructions to the email, telling the user
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to go to
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the Refined site after completing the signup.
Go to Service Project > Project Settings > Customer notifications.
Edit the
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Once you are done signing up, find the support project at [BANANA IT |
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This will prompt the user to:
Complete the sign up
Close the tab and go back to the Service Desk on the Refined Site.
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Customer invited notification.
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Below the text to complete the signup, add in the following:
Add instructions that include a link to your Refined site portal. For example (click to enlarge):
