Noob Question

[Greg Fishback]

Okay... this should be obvious but I'm just not seeing it.  We're brand new to Jira Service Desk and have 3 projects.  I would like the notification for each project to be different.  These are group emails like support@mydomain.com and services@mydomain.com.  Those emails then take on a life of their own for how we notify our team.  Where can I set a different notification address unique to a particular project?

[Greg Fishback · Accepted solution]

According to support, that is not a feature in Next-Gen,  There is a work-around that goes like this:

1. Go to Project settings> Internal access > click on Manage roles > Create a role
2. Give the role a name, a description, select the permissions users in this role will have and assign users to the role
3. Go back to Notifications > Internal notifications > click on the ellipsis (•••) next to the 'Request created' event > Edit
4. Select Project Role and choose the role you just created
5. Save.

Unfortunately, that will not send an email to an external address.  I would be required to purchase another license and set up a bogus user with our distribution group address.  Looks like I'll be building email rules to rout messages.  Sad really, this should be a core feature.  Our distribution group sends both emails and SMS texts to everyone who is on a particular board.  Every other system I've used simply asks for an email address for notification.  Quite sub-optimal.

[Trudy Claspill]

Hello Greg,

Welcome to the community.

Each project has a Notification Scheme. Multiple projects can share a single Notification Scheme. 

A JIRA Admin can create and modify Notification Schemes and change the Notification Scheme assigned to a project.

You can see which Notification Scheme is assigned to your project by going to Project Settings > Summary

A JIRA Admin can click on the link to the Notification Scheme there and then have access to change the scheme itself or assign a different scheme to the project.

Then you have to decide for which events you want notifications to be sent, and adjust them accordingly.

Hope that helps.

[Greg Fishback]

Thank you so much.  Unfortunately, there is no "summary" in the project settings of a project.  I details, internal access, request types, channels, notifications down to advanced and apps but no summary.  I've dug through the menus looking for that or something akin to a notification scheme but can nto find it.  I wonder if that is something not available at my subscription level.  I'm running on Jira Service Desk Standard.  Logically speaking, it should be under Project Settings, Internal notification but the EDIT action only allows me to select when notifications are sent, not how.

[Trudy Claspill]

Hello Greg

We are also using the Standard plan for JIRA Service Desk in the Cloud.

Is your service desk a "Classic Service Desk Project"? And, which template did you use when creating it?

Could you perhaps post an image of what you are seeing in the Navigation pane when you select Project Settings for your Service Desk project?

And can you confirm that you are assigned to both the Administrator and Service Desk Team roles for the project?

Assigned to both of those roles in my own Service Desk project, when I click on Project Settings I see this...

[Greg Fishback]

Above is what I see, I believe I used the standard IT service desk template.  My groups are titled slightly differenty but I was set as ORG & SITE ADMIN but not jira-servicedesk-users so I added that.

but it did not change what I see under project settings.

[Greg Fishback]

Ahh.. I do see that I am using the "Next-gen" service desk project and yours is Classic.  I would assume that is the difference.  

[Trudy Claspill]

Very likely, that is indeed why the displays look different.

I'll try setting up a similar service desk project and see if I can provide a more helpful response.

[Trudy Claspill]

@Greg Fishback 

In our Cloud instance I am not finding an option for NextGen Service Desk project templates, so I'm not able to create a similar project to explore this more. We only have NextGen Software project templates available.

[Greg Fishback]

Thank you so much for trying.  Apparently I'm on some anomaly.  I finally put in a ticket and got a response from support and they too, gave me things to look for that don't exist.  When I go to create a board, I don't have any choice as to what type and they all turn out as Next-gen.  I truly want to thank you for trying to help.  I think at this point we need to hold atlassian accountable.