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Difference between notifications and customer notifications

Jim Stewart
Contributor
December 2, 2020

In working on automation, my rules were sending notifications to users. I want to use real users, assign them to issues but not notify them till I am ready to turn that on. It turns out that there are two notifications items in Project Settings - Customer Notifications and Notifications. I'm afraid I don't understand the difference even though they are set up differently.  I can see how to disable notifications going out from both settings. What I don't understand is if getting notifications to people involves some mix of getting both these sections right. Or why do both of them even exist? Rules are hard enough to get right without that.

Customer notifications.jpgNotifications.jpg

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Walter Buggenhout
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December 2, 2020

Hi @Jim Stewart,

Nice to see you again in the Community! 

It's true that it's a lot to get a grip on. Basically the difference is that the notification scheme triggers the email notifications to your internal users - essentially your agents and other Jira users on the inside of your organisation. The customer notifications are the messages being sent to the JSM customers, the people creating tickets through the customer portal. They don't have a JSM license and as such can't be reached through the internal notification mechanism. 

Jim Stewart
Contributor
December 2, 2020

Ok. That's kinda what we thought. Suggestion - maybe they rename one Internal Notifications and the other External Notifications. 

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Trevor Hansen
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December 3, 2020

Thanks for the support Walter! I'm also confused about these separate sections. While your answer makes sense that Customer Notifications is for the customer and Notifications is for the internal team, I still don't understand why "Reporter" would be an option in the Notifications section. Isn't the Reporter the Customer? If the Notifications section is for the internal team, why does it include a selection for the customer (ie, Reporter)?

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Daniel Ebers
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December 6, 2020

Requests can be created in two ways: by the customer through the customer but also by the agent in Jira (Create button). The reporter in that sense refers to an agent, creating an issue ("ticket") using create button.

Trevor Hansen
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December 7, 2020

Ah, thank you for the clarification @Daniel Ebers

Sujeeva Tissaarachchi August 24, 2021

Hi @Walter Buggenhout ,

It is interesting the discussions above. I am thinking of possibilities to use the customer notifications to internal agents.

Looks like strange, but my use case is, there are external service providers working on incident tickets in our JSM environment. they were added to our AD with a dummy azure license hence they do not get internal agent notifications.

Can I use customer notification scheme to get them notified of ticket event notifications? In other words, I am trying to establish a SIAM type environment in our JSM where external service providers working in our own ITSM tool. Ticket event notifications are not reaching to them, so they complain that they cannot guarantee fast acting on tickets assigning to them and try to avoid from SLA adherence.

Any suggestion would be highly appreciated. 

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