How to set up Jira Service Desk notifications

This will describe how to use Notification Assistant for Jira to handle all notifications to customers in any Jira Service Desk project. This example shows you how to configure email notifications for new evaluators of the Insight Discovery product.

Step 1. Start configuring an email template

Go to the Notification Assistant administration end create a new template.

Set Subject using Placeholders | Advanced Details like: ${key} - ${summary} - ${event.type} That way when someone replies to the email, Jira will add it as a comment.

In the Blocks section, choose the JSD Issue theme and configure it according to your needs. Save the template.

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Step 2. Create a notification

Go to the Notification Assistant administration and create a new notification. Provide notification name and description, choose a project, set the recipient to the reporter, add the email template you created before, and select event triggering and "Issue Created."

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This is all you have to do for your first email notification when some customer has created a new ticket on your portal. But you will probably want to send a notification on comments as well. It is as easy to set up! Define your email template for the comment and add a new notification with the configuration for only external use.

How to disable Jira Service Desk email notifications

In order to not send two emails to the same customers, one from Jira Service Desk and one from Notification Assistant, you'll need to disable the standard email notifications for Jira Service Desk.

1. Go to the JSD project you’d like to disable customer notifications for and open Project settings in the lower-left corner of the screen;

2. Select Customer Notifications in the left tab, there will appear Default rules block.
   
   

    

3. To disable customer notifications, you should Edit each rule, deselect the Enable checkbox at the right bottom and Save.
   
   

    

To learn more about how to set up incoming email handlers, visit the Receiving requests by email page.

To learn more about customizing notifications in JSD, go to Managing service desk notifications.