How can I configure mail notifications in Jira Service Management so that multiple clients receive a

Question

I am creating a support process in Jira Service Management, and I want to implement mail notifications for multiple clients dynamically. When multiple clients raise a request, they should receive an auto-reply email from the support team. Each client should receive the email from a different sender, not just one sender.

Additionally, we want to customize the email IDs in the notifications. For example, when customer XYZ creates a request, they should get an auto-reply email from the L1 team, and when another client like ABC creates a request, they should get an auto-reply email from a different email address.

Can we customize the notification emails for multiple clients simultaneously? If there is any process to do this, please let me know. If any documentation is available, please share it. If possible, could someone connect with me to help set this up?

Alex Koxaras -Relational- · Answer

@Alain Kovacs you can have a custom outgoing email https://support.atlassian.com/jira-service-management-cloud/docs/send-notification-emails-from-your-own-domain-in-next-gen/

But then again you can only use one on each project.

Alain Kovacs · Answer

To my knowledge it's not possible to send out (I can't think of any) emails/notifications from a different email than jira@... or automation@...

It's a new feature that you can attach multiple email adresses to one service desk, but it's not really related to your problem.

The only thing I can think of is using an automation, and use the "Send email" action. When you expand "More options", you can change the "From name", so the email appears to be from one "person" or another, but the email address is still the same.

Alex Koxaras -Relational- · Answer

Hi @RAJAT SAMSERIYA and welcome to the community,

By default every JSM project is bound to a single outoing email address. To my knowledge you can't set it up like you want.

If I may ask, what do you want to do that? What are you trying to achieve?