Multiple format for JSM issue creation

Question

Hi Guys,

We have a helpcenter for a department which has different teams as a different Request Groups, I would like to customise their issue creation notification based on the team, meaning every group has its own customise email notification which is different than others.

Is it something which is possible ? If so please help with the hint.

Thanks in advance.

Nadia · Answer

@Vishal that's really seems to be the only 'out-of-the-box' option. Otherwise you may research Marketplace apps, there are plenty which can do customised emails.

Vishal_p33pdz · Answer

Hi @Sam Nadarajan

I was hoping to avoid that but seems like that is the only option.

Thanks!

Sam Nadarajan · Answer

Hello @Vishal

It will probably cause more overhead, but you could consider turning off the default "Request Created" customer notification and create a number of different automation rules that send emails based on criteria (such as team).

Hope this helps