How to set up sending email notifications to all customers in Jira organisation?

[suganya]

How to set up sending email notifications to all customers in the Jira organization when an event happens like a comment (Added/edited), transition occurs in the status of the ticket in the workflow and issue resolved.

[Adolfo Casari · Accepted solution]

@suganyaI guess you need to make sure that when creating a ticket, add the reporter's organization as a request participant.

Then  in your notification templates for the JSM project make sure customer involved are added to the TO field.

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

[Cristian0791]

Hi Suganya!

Sending email notifications to all customers in your Jira organization can help keep everyone informed and engaged. Here’s a step-by-step guide on how to set this up effectively.

Step-by-Step Guide

1. Check Your Permissions: Ensure you have the necessary permissions to configure notifications in your Jira instance. Typically, you’ll need Jira Administrator privileges.

2. Set Up Customer Notifications:

   • Navigate to Jira Service Management.
   • Go to Project Settings for the specific service project.
   • Select Customer Notifications.

3. Configure Notification Events:

   • In the Customer Notifications section, you can see various events like "Request Created", "Request Updated", "Public Comment Added", etc.
   • For each event, you can configure who receives the notifications. Click on the event you want to configure.
   • Ensure that the notification is set to be sent to "Customers involved" or other appropriate customer roles.

4. Customize the Email Templates:

   • While in the Customer Notifications section, you can also customize the email templates for each event.
   • Click on the event to open its settings, and then click Edit next to the email template.
   • Modify the template to include the necessary information and branding.

5. Global Notification Scheme (if applicable):

   • If you need to set up notifications that apply across multiple projects, you can configure a Global Notification Scheme.
   • Navigate to Jira Administration > System > Notification Schemes.
   • Create or edit a notification scheme and configure the necessary events and recipients.

[suganya]

No, I want to send an email notification to all the customers associated with an organization in Jira for every events like Comment added or edited to a ticket or when a transition happens in a workflow or status is changed in the ticket. So, let me know how to set this up. 

[Cristian0791]

Hi Suganya,

Try to set up an automation with these steps:

1. When: An issue is transitioned.
2. If: The reporter belongs to a specific organization (add the organization).
3. Then: Send an email to all customers involved.

For example, your email could say:

Hi everyone,

Please be aware that this ticket has moved to a new status.

Thanks

[suganya]

@Cristian0791 , The problem here is "all customers involved." it shares the email only to the reporter or assignee, We actually want to send email notifications to all each customers associated with an organization for every action/event like when an issue is edited, comment added, comment edited,transition changed, issue resolved,issue opened etc.

[Cristian0791]

Then try:

1. When: An issue is transitioned.
2. If: The reporter belongs to a specific organization (add the organization).
3. Then: Edit issue fields: Organization (add the organization)
   
   
   
   

Ticket should be shared with the whole organization and they should receive notifications.

[Bibek Behera]

Hello @suganya ,

Welcome to the community.

This is a good starting point to review the notifications:

https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

You will have to work on the notification scheme to manually configure the notifications as per your needs.

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

Best Regards,

Bibek

[suganya]

No, I want to send an email notification to all the customers associated with an organization in Jira for every event like Comments added or edited to a ticket or when a transition happens in a workflow or status is changed in the ticket. So, let me know how to set this up.

[Bibek Behera]

+1 @Cristian0791