Multiple format for JSM issue creation

[Vishal]

Hi Guys,

We have a helpcenter for a department which has different teams as a different Request Groups, I would like to customise their issue creation notification based on the team, meaning every group has its own customise email notification which is different than others.

Is it something which is possible ? If so please help with the hint.

Thanks in advance.

[Sam Nadarajan]

Hello @Vishal

It will probably cause more overhead, but you could consider turning off the default "Request Created" customer notification and create a number of different automation rules that send emails based on criteria (such as team).

Hope this helps

[Vishal]

Hi @Sam Nadarajan

I was hoping to avoid that but seems like that is the only option.

Thanks!

[Nadia]

@Vishal that's really seems to be the only 'out-of-the-box' option. Otherwise you may research Marketplace apps, there are plenty which can do customised emails. 

[Joseph Chung Yin]

@Vishal -

If your teams are all using the same JSM project, then I don't believe you can customize the notification based on team from my experiences.

I would recommend that you may want to contact Atlassian Support (https://support.atlassian.com) for confirmation.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.