New customer notification created from the project only available as 'legacy automation'

[Davy Janssen]

Because of the "new" automation we're willing to replace all our existing legacy automation rules by rules using the new automation. We're just migrated from Jira ServiceDesk (server) to Jira Service Management (cloud) and it looked like a good idea to stop using all the legacy automation instead. 

The only legacy automation rules we're still using are about 2 various e-mailnotifications. When an request is accepted and when a request is closed.

When I make a new rule under automation this rule don't uses the template from the JSM template and is also not visible under the customer notifications in the JSM project.

When I create a custom notification from the JSM project it automatically is a new 'legacy automation' rule:

How can we create customer notifications for Jira Service Management by using the new automation in stead off legacy automation? The rule has to use the existing template for the JSM project.

[Mikael Sandberg]

Your automations cannot use the existing Customer notifications. Instead you will have to create the custom notification within the automation itself. For a good example, take a look at the template library and check the automation called "Resolve issues due to inactivity". That one adds a comment in the request and this will trigger the customer notification.

[Davy Janssen]

So if i'm understand it right the 'Customer notifications' will be end of life as well as the 'Legacy automation' and in the future everything goes by 'automation'?

This doesn't make sense to me. Under the 'Customer notifications' you can edit the templates and here you can set your basic Subject, Style and Content of emails sended by Jira Service Management.

If you create notifications using 'Automation' you have to set everything (Subject, Content) separately in every rule you create. This is not a step forward if you ask me.

[Mikael Sandberg]

No, the Customer notifications are not going away, it is only the Legacy automations that will.

[Davy Janssen]

So how can I add 'Customer Notifications' for my Jira Service Management that will use 'Automation' instead of 'Legacy automation'? This isn't clear for me yet.

When I create a new notification from the automation part this rule isn't visible under my 'Customer notifications' and it is not using the e-mail template from my JSM project. It is only visible under the rules in the screen of Automation.

When I create a new Customer Notification this is automatically a 'Legacy automation'. When I create notifications by using 'Automation' there is no way that it will use my current template for the 'customer notifications'. This is unacceptable for me that I have to create all the e-mails under 'automation' and have to set up the format in every rule separately.

Please let me know how I can add 'Customer notifications' that will use the basis E-mailtemplate from my Jira Service Management project and also are 'Automation' rules in stead of 'Legacy automation'.

[John Kalla]

I have the same question.  I don't see an "Automation" panel under the Project Settings.  I only see "Legacy Automation" at the bottom.