Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

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.

2022-02-21 10_44_22-Clipboard.png

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

2022-02-21 10_42_41-.png

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.

1 answer

0 votes
Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Feb 21, 2022

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.

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Feb 23, 2022

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

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'.

Like John Kalla likes this

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

Suggest an answer

Log in or Sign up to answer
AUG Leaders

Atlassian Community Events