JSM Customer notification for specific Resolution

[Vignesh Jayagopal]

Hello,

In our JSM project, we use customer notifications to notify customers once the request is resolved.

Right now in the customer notification, we have set the standard content as "Your request is resolved"

But some of the requests are closed with resolution as Invalid Request, Not applicable, Partially resolved. In this case, the standard content causing confusion to customers.

Is there any way where we can trigger the customer notification only if the resolution is set as Done? or if we can modify the content based on the resolution also fine.

[Walter Buggenhout · Accepted solution]

Hi @Vignesh Jayagopal,

The default customer notification on issue resolved is not smart enough to make a difference between the different values you can set in the resolution field.

A possible workaround would be to disable the built-in notification from JSM and use an automation rule to send the confirmation email instead. With automation, you do have the flexibility to apply conditions to determine the appropriate actions.

Hope this helps! 

[Vignesh Jayagopal]

Hi @Walter Buggenhout  Thanks for your response.

We already consumed automation rules usage for many other criterias, so thought of setting the notification via "Customer Notification" but it is not supporting based on different resolution.

[YY Brother]

Hi @Vignesh Jayagopal 

I have the same background to choose customer notification customization and am still stuggling with the solution.