New customer notification created from the project only available as 'legacy automation'

Question

Because of the "new" automation we're willing to replace all our existing legacy automation rules by rules using the new automation. We're just migrated from Jira ServiceDesk (server) to Jira Service Management (cloud) and it looked like a good idea to stop using all the legacy automation instead.

The only legacy automation rules we're still using are about 2 various e-mailnotifications. When an request is accepted and when a request is closed.

When I make a new rule under automation this rule don't uses the template from the JSM template and is also not visible under the customer notifications in the JSM project.

When I create a custom notification from the JSM project it automatically is a new 'legacy automation' rule:

How can we create customer notifications for Jira Service Management by using the new automation in stead off legacy automation? The rule has to use the existing template for the JSM project.

tn_2clb1h · Answer

Picking up on this.

Since the last update (still on 9.17) all legacy automations stopped working.
Which includes the Customer Notifications.

We could migrate the automatic state changes based on the last party that left a comment, but no email whatsoever is being sent to Customers and the audit log also shows no execution since before the update happened.

Editing the templates and watching the audit logs under "Project Settings/Customer Notifications" still leads to the "Legacy Automation" list.

John Kalla · Answer

I have the same question.  I don't see an "Automation" panel under the Project Settings.  I only see "Legacy Automation" at the bottom.

Davy Janssen_vjqse3 · Answer

So how can I add 'Customer Notifications' for my Jira Service Management that will use 'Automation' instead of 'Legacy automation'? This isn't clear for me yet.

When I create a new notification from the automation part this rule isn't visible under my 'Customer notifications' and it is not using the e-mail template from my JSM project. It is only visible under the rules in the screen of Automation.

When I create a new Customer Notification this is automatically a 'Legacy automation'. When I create notifications by using 'Automation' there is no way that it will use my current template for the 'customer notifications'. This is unacceptable for me that I have to create all the e-mails under 'automation' and have to set up the format in every rule separately.

Please let me know how I can add 'Customer notifications' that will use the basis E-mailtemplate from my Jira Service Management project and also are 'Automation' rules in stead of 'Legacy automation'.