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Difference between notifications and customer notifications

Jim Stewart_9b1rk3

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.jpg

Accepted answers

Walter Buggenhout

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.

All comments

Walter Buggenhout

Hi @Jim Stewart,

Nice to see you again in the Community!

Jim Stewart_9b1rk3

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

Trevor Hansen_7zfe7o

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)?

Daniel Ebers

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.

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