Is it possible to have customizable automatic notifications to customers when new document uploaded?

[john chen]

Hi Community!

When uploading new downloable documentation to the JSM portal, is there a feature to customize a message and send per request to blast notification of new updates to all customers or selected customers and organizations?

Thanks!

[Fabian Lim]

Hi @john chen

You can try Jira Automation with the following:

• Trigger: Field value changed 
• Fields to monitor for changes: Attachment
• Send a customized email (video tutorial here)

You may also want to add a condition that it has be uploaded from the portal by the customer (https://confluence.atlassian.com/jirakb/how-to-update-ticket-status-when-customer-adds-a-comment-1167831032.html)

Regards,

Fabian

[john chen]

Hi Fabian, 

Thanks for the answer. This is helpful and gest me closer to what i am trying to do. I am trying to create an automation that whenever anything under Topics section changes, or an new announcement of the portal is changed, then send an email to all customers. What would be the option to choose under Fields? 

Thanks,

John

[Fabian Lim]

You can't do that unfortunately out of the box in standard.  I don't think automation allows you to grab customer info.  

You will need to upgrade to the premium tier and leverage the Assets functionality.  You can build a customer CRM database and then with automation pull all the customers.  For this, you would need someone with Assets experience or reach to a Solution partner.

[john chen]

I see. Thanks for the tips. I am wondering if there is anyone with Assets experience or solutions partner in the community? Or is this more of a proprietary Atlassian-Customer type of support?

For the time being it seems that I would have to communicate by email about new material submitted by manually choosing the customers email...

[Fabian Lim]

Hi @john chen

If you need help with building a CRM my company could help (Contegix).

Or someone else can chime in with other options.