JSM customer notification emails

Owned by Johannes Laatu (Deactivated)
Last updated: Nov 08, 2024 by Madzy Soetman
2 min read

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 templates.

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:

  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 ${request.url} with https://(YourRefinedSiteDomain)/request/${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>

 

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.

 

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.

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

  2. Edit the Customer invited notification.

  3. Add instructions that include a link to your Refined site portal. For example (click to enlarge):

The settings in Jira.

 

The email the customer receives.

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