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Is it possible to have different automated personalized notifications depending on support Schedule.

A I'm New Here Nov 30, 2020

Does Jira Service desk have the ability to have more than one personalized automated notification sent according to a support schedule?

An example would be where a different notification is sent during after hour times (9PM -7:30 AM ), versus what what be sent during normal operating hours (8 AM-8 PM).

Another scenario would be during a holiday, where a different notification informing requester it is a holiday but their request have been received would be sent versus what is sent on a normal day.

If this functionality is available any additional information would be appreciated.

2 answers

1 accepted

0 votes
Answer accepted

Hello @A,

Welcome to Atlassian Community!

In Jira Service Management, there is only one notification scheme for customers and it's not possible to configure different notifications depending on working hours and out of office hours.

There is a feature request suggesting the implementation of such ability:

Please, click on vote and watch to receive updates about the feature.

For now, the workaround would be to edit the "Request created" notification to add the working hours of your team, so customers will know that they might not receive an update during those hours. 


0 votes
A I'm New Here Dec 01, 2020

Thank you for the information.

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