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How can I modify the template used for "Alert User" in JSD automations?

Heather R

Hi all,

I've done a bit of searching and I can't quite find what I'm looking for. I'd like to modify the template that Jira Service Desk uses when I use the "Alert User" function in an automation.

Right now Jira adds a comment from the automation default user:

"xxxx mentioned you on 10/13/2020 0:00PM

This issue requires your attention {agent @mentioned } "

We'd like to customize the text to say something else. Preferably something different in each automation. Is there any way to modify the text that states "This issue requires your attention"?

Note: this is NOT a customer notification but a notification generated via automation to a Service Desk Teammember.

Accepted answers

Sanjay Kumar_vapkj8

Hi Heather,

Thanks so much for your question.

Currently the alert user automation does not provide any customisation to the text.
But if you would like to customise the text to say something else, you can use the Add Comment action in your automation rule. You can mention the users in the comment message and that should alert those users.

Thank you,

Sanjay
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button

All comments

Sanjay Kumar_vapkj8

Hi Heather,

Thanks so much for your question.

Thank you,

Sanjay
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button

Heather R

hm. is there any way to mention @ assignee rather than a user? It makes sense to do it dynamically if you have a team of more than 5 people which most Jira instances do.

Sanjay Kumar_vapkj8

Unfortunately currently add comment then action does not support mentioning assignee.
For alerting the assignee you can setup the notification scheme to send notification to the assignee based on the actions that you need.
You can also raise a feature request for enhancing comment automation then action on our public Jira Service Desk Server/DC project: https://jira.atlassian.com/issues/ and read more about how we prioritise suggestions here.

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