In Jira Service Management (JSM), you can activate customer notifications for each project so 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 JSM project on Atlassian’s website – 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.
If you move a service project from one Refined site to another, you will have to update the link again.
Customise a customer notification template
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 and replace the href. If your site url is https://myRefinedSiteDomain, replace ${request.url} with https://myRefinedSiteDomain/request/${issue.key}.
The code should now look something like this:
When you have customer notifications in different languages enabled
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 and replace the href according to step 3 in the instructions above.
Limitation: links in invitation email
When adding a customer to a JSM project, by default the customer will receive an email with a link to complete the signup.
When the customer has completed the signup, they are taken to the default Jira Service Management Help Center project (with xyz.atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect the user back to the Refined site.
Workaround
Because the user needs to complete the signup, our workaround suggests keeping the signup link, but make an addition.
Go to Service Project > Project Settings > Customer notifications.
Edit the one for Customer invited.
Below the text to complete the signup, add in the following:
Once you are done with signing up, find the support project at [BANANA IT
Service Desk|https://xyzYourDomain.refined.site/project/43]
This will prompt the user to:
Complete the sign up
Close the tab and go back to the Service Desk on the Refined Site.
