How to use Organizations for communication

[Anujah Siva]

HI 

We recently migrated to JSM and we want to use a feature that can send notification like Outage to all staff and I came across the "Organizations" in JSM after creating I can't find this under email templates Recipients (automation rule builder) or share with option in Portal. I followed this link: System settings - Jira Configuration - Jira

If this is not the method I really like to know is there a way I can send comms to all staff when needed? 

[Arkadiusz Wroblewski · Accepted solution]

Hello and Welcome  @Anujah Siva 

Organizations are mainly for grouping customers and sharing requests, not really for general broadcast communication.

So if a request is shared with an Organization, its members can see that request and get the initial Organization added notification. After that, members usually need to opt in if they want further updates on that request.

So my take would be:

good for sharing a specific ticket with a customer group :)

not ideal for general outage / announcement-style communication to everyone in that org :(

If the goal is broader communication, I would look more at customer notifications, automation, or an external distribution channel instead.

[Anujah Siva]

Thank you @Arkadiusz Wroblewski for clarifying 

[Arkadiusz Wroblewski]

@Anujah Siva 

You´re welcome :)

[Fazila Ashraf · Accepted solution]

Hi @Anujah Siva 

Welcome to community!

In addition to the portal announcements, i use the site admin's 'send email' feature to notify all users on important email communication

1. 1. Navigate to Administration (gear icon) > System.
   2. Scroll down on the left-hand menu to find mail and click "Send email".
   3. In the "To" field, you can enter specific group names. e.g., jira-servicedesk-customers.
   4. Draft the email and subject and hit send

Is that something that you are looking for?

[Arkadiusz Wroblewski]

Thats great addition. :)

[Anujah Siva]

Thank you @Fazila Ashraf, for sharing this option. I’ve tested it, and it’s great to see that such a capability exists. However, the current email format does not appear professional.  we need agents to send emails.

[Fazila Ashraf]

The email format supports html. I generally use AI to draft the rich text content and convert to html format for this send email option. :) 

This option is only  for site admins to send out comms. It is not for Agents. 

I am not exactly sure of your communication scenario but if it is related to Incident communication, i would recommend to give https://support.atlassian.com/jira-service-management-cloud/docs/what-is-stakeholder-communications/ a read.

[Anujah Siva]

Thanks, @Fazila Ashraf  This aligns with what we had tested prior to go‑live, and everything worked as expected during those tests. However, following last week’s go‑live, we encountered our first major incident. The incident manager faced multiple issues, including errors when attempting to add stakeholder groups, inconsistent results when adding users individually (some were added while others were not), and duplicated notifications being sent.

I have raised a ticket with Atlassian Support regarding these issues, and this is why I’ve started exploring alternative options.

[Igor Medeiros - Modus Create · Accepted solution]

Hi @Anujah Siva

Additionally, as a possible solution to your comms, I'd like to point out that Notification Assistant allows to have ad-hoc emails as well as fully customizable notification schemes sent to a variety of different recipients like groups, project roles, custom fields, etc.

Feel free to reach out!

[Anujah Siva]

Thanks @Igor Medeiros - Modus Create for letting me know this option. I will discuss this internally and reach out.