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?
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.
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
How do I know if it is open to everyone? For the project permissions scheme?
I use the internal notification and customer notification (project configuration)
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.
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?
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