In Jira Service Management (JSM), you can activate customer notifications for each project
...
. 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
...
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
...
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 |
...
have to update the |
...
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
...
:
<a class="jsd-issue-link" href="$(request.url)"›view request</a>Replace
${request.url}withhttps://
...
(YourRefinedSiteDomain)/request/${issue.key}
...
For example, the code can now look
...
like this:
<a class="jsd-issue-link" href="https://alto-intranet.refined.site/request/${issue.key} ">View request</a>
| Widget Connector | ||||||
|---|---|---|---|---|---|---|
|
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
...
.
Follow steps 3 and 4 in the instructions above.
| Widget Connector | ||||||
|---|---|---|---|---|---|---|
|
Limitation:
...
invitation email link
When adding a customer to a JSM project,
...
the customer
...
receives an email with a link to complete the signup.
...
After signing up, they are
...
directed to the default
...
JSM project URL, which is (YourCompany).atlassian.net
...
. 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
...
We suggest adding additional instructions to the email, telling the user
...
to go to
...
the Refined site after completing the signup.
Go to Service Project > Project Settings > Customer notifications.
Edit the
...
| Info |
|---|
Once you are done signing up, find the support project at [BANANA IT |
...
This will prompt the user to:
Complete the sign up
Close the tab and go back to the Service Desk on the Refined Site.
...
Customer invited notification.
...
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):
