Portal link

[José Manuel Marzo]

In a Jira Service Management, users receive communications with the link to the JIRA issue but we would prefer them to receive the portal link. Is possible to configure?

[Marc - Devoteam]

Hi @José Manuel Marzo 

Welcome to the community.

Are you using the standard custom notification as mentioned by @arielei or are you using automation rules to provide feedback to users.

To set the portal url in an email from an automation rule, you need to use the value: {{issue.url.customer}}

Note this will only work if the project is  a company managed project

[José Manuel Marzo]

I use the internal notification and customer notification (project configuration)

[Marc - Devoteam]

Hi on an internal notification, you can't specify the customer url, this will always be the internal URL

How is the email template configured in your project.

Please provide a screenshot of your mail template.

And more important are you using a JSM TEAM or COMPANY managed project, as this smart values can only be used in a COMPANY managed project.

[José Manuel Marzo]

Is it possible that if the user is an internal user, not a client, the system sends them as a internal communications and only it sends as a client communications when it is a user who is not an agent?

[Marc - Devoteam]

Hi @José Manuel Marzo 

A client communication is only triggered when a comment is a reply to the customer.

And if a user who is not an agent comments on a JSM ticket, it will always be an internal communication.

Only agents can communicate with the customer.

[José Manuel Marzo]

So, the conclusion is that the portal link cannot be sent when the trigger is sent to an agent because internal communication is used and this cannot be modified? The portal link will only be sent to customers. Or does it depend on the type of comment made in the request?

[arielei]

Hello @José Manuel Marzo 

By default the customer gets an email when opening a request in the portal to the portal issue, not to the backend work-item.

make sure that the project is open ONLY to agents and not to all users.

[José Manuel Marzo]

How do I know if it is open to everyone? For the project permissions scheme?