Custom notification emails for diferent request types?

[joshuar-cm]

Our JSM Portal offers customers a few different options for submitting different types of service requests (e.g. content updates, bug reports, analytics reporting) and I'd like the confirmation email that gets sent to be different for each type. I don't see any indication that this is possible on the relevant reference page: https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

The "Request Created" notification customization offers options for including relevant details of the request, but I'd like the introductory copy to be specific to saying things like "we'll review your content request" or "please allow a minimum of 48 hours for analytics reporting", etc. Thanks in advance!

(Quick edit to be clear: these are different JSM forms. Not just one form with an option for "request type.")

[Mikael Sandberg · Accepted solution]

The default customer notifications cannot be customized for each request type, in order to do that you would have to use automations instead and then disable the customer notification.

[Olha Yevdokymova_SaaSJet]

Hi @joshuar-cm 

No, Jira Service Management can’t change the intro text of the “Request created” email based on which form was used. That email is shared across the whole project.

Even if you have multiple forms, Jira treats them the same for that notification.

What you can do today

The usual workaround is automation.

Most teams do one of these:

Option 1: One request type → one email

• Keep using your different request types

• Turn off (or ignore) the default “Request created” notification

• Use Jira Automation to send your own email instead

Example:

• If request type = Content update → send email saying “We’ll review your content request”

• If request type = Analytics report → send email saying “Please allow up to 48 hours”

This gives you full control over the wording.

Option 2: Automation only (no default notification)

Some teams skip the built-in notification completely and:

• Trigger an automation on Issue created

• Add conditions for each request type

• Send a custom email for each one

It’s simpler than trying to bend the default template.

One alternative some teams use

If the form itself is the main difference, some teams use Smart Forms for Jira (built by my team) for intake:

• Each form can trigger its own confirmation email

• Each form may have custom submission message after submit(not email) and this message may have work item details and submitter details as well

• Messaging is tied to the form, not the project

[Evie Z.]

This topic is now closed as the discussion has become outdated. If you have more questions or want to continue the conversation, feel free to start a new topic. For more details on why we close older threads, check out our Rules of engagement - Atlassian Community .

Thank you for your understanding!