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Allow customers to one click subscribe to JSM requests using a link in the email notification?

Dexter Dorer
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December 14, 2022

Currently, there seems to be no way for customers to be automatically subscribed to all requests created for their organization in JSM. As a result, we have to tell the customer in the email notification to 1. open the ticket and 2. toggle on "turn notifications on". Is there a way to make this more efficient for the customer? For example, would it be possible to include a link in the email notification that, if clicked on by the customer, would automatically subscribe them to the request? Or, is there a way to mark a customer as always subscribed to all Requests? Also, is there any way for a JSM user to be able to see which customer users are subscribed so we can be sure who is receiving notifications regarding a request?  

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Joseph Chung Yin
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December 14, 2022

@Dexter Dorer -

Hi Deter:

Welcome to the community.  One thing you can do (Assuming that your customers all have access to your JSM projects), then you can go into each of your projects' via Project settings >> Customer permissions setup and update the "Customer sharing" configuration.

2022-12-14_9-59-09.png

This type of setup allows them to search for issues that were created by others in his/her organizations via the portal UI and where he/she can associate themselves to the requests.

Another thing, you can also check at the JSM product level, you have setup the request sharing configuration, so all requests are automatically shared with users in the same organization -

2022-12-14_10-13-35.png

Hope I have understood your ask and my information will help you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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