email notification

[Kamil Askerov]

Hi. I have customers in organisation in Jira Service Management (Cloud). And all email came to all members of organisation. How customer can only get his(her) mail not mail for other customers? 

In customer notifications I have many options. Which is need for that?

Customer invited DISABLED	Account	When a customer is invited to your service project portal, they are sent an email.
Request created DISABLED	Request	When customers create requests in the portal or send an email to your email channel, your service project sends a confirmation that their request was received.
Public comment added DISABLED	Request	When a comment that is visible to your customers is added to the request/issue, your service project sends all the customers involved on the request a notification.
Public comment edited DISABLED	Request	When a comment that is visible to your customers is edited, your service project sends all the people involved on the request a notification.
Request resolved DISABLED	Request	When a request resolution field is set, your service project notifies the reporter and all customers involved. This notification is sent to the reporter even if they have turned off notifications for a request.
Request reopened DISABLED	Request	When a request's resolution field is cleared, your service project notifies all people involved.
Participant added DISABLED	Request	When participants are added to a request, your service project notifies the new participants.
Organization added DISABLED	Request	When a request is shared to an organization, your service project notifies the organization's members so they can opt-in to further updates.
Approval required DISABLED	Request	When a request transitions to an approval stage of its workflow, your service project notifies approvers that they must act on the request.
Customer-visible status changed DISABLED	Request	When a request transitions to a status that is visible to the customer, your service project notifies the customers involved.

[Nikola Perisic]

Hi @Kamil Askerov , make sure your users check their personal settings. More specifically:

[Kamil Askerov]

@Nikola Perisic thank you for your answer. Thinking it will help.

Also I have one question about automation copy of atachment files. How make this for all variants. I asked this question - write many variants of automations but still have many problem in this automation. In some case atach file dosnt came. Atachment from Jira and Jira Service Managment. Dosnt found properly answer for all type atach file and auto clone this from one project to other. Always have fail on it - sometimes not came. F e when dosnt write comment to atach file. Where have good documentation on it?

[Kamil Askerov]

@Nikola Perisic where u found this screens ? Dosnt found in Jira Service Managment

[Kamil Askerov]

[Nikola Perisic]

You will find this when you go to your Atlassian home, you will have your avatar there and when you click it, you will have the option of Personal settings then on the left you will have Notifications. 

For the automation, just to summarise: You want to clone the attachments from JSM project to Jira? Also, when this needs to happen? (example: when the issue is created in JSM project, clone the attachments to Jira software and vice versa)

[Kamil Askerov]

@Nikola Perisic in avatar I only see the menu like in last photo.

[Kamil Askerov]

@Nikola Perisic "For the automation, just to summarise: You want to clone the attachments from JSM project to Jira? Also, when this needs to happen? (example: when the issue is created in JSM project, clone the attachments to Jira software and vice versa)"

Yes clone atach file in all ways - with comment and without in all conditions - when file attach in JSM or Jira the file automaticaly clone to other side. And now file clones in 80 procents dosnt know why. The customers always tald me that file havent in other side or our staff tald that file not attached to other side.  

[Nikola Perisic]

@Kamil Askerov do you have a screenshot of your automation rule? Also the image that you have shown is from the portal page,this is not the place where you change your personal notifications. Try using home.atlassian.com and then choose your avatar, from there you will be seeing the Personal settings option.

[Kamil Askerov]

@Nikola Perisic  "Also the image that you have shown is from the portal page,this is not the place where you change your personal notifications. " I cant found screen you talk about. Can you show screenshot of that page you tald about?

[Nikola Perisic]

@Kamil Askerov sure, here it is:

This is within the Jira itself.

[Kamil Askerov]

@Nikola Perisic but how my customers can make that? I cant found that menu for customers.

[Kamil Askerov]

[Kamil Askerov]

Also I added other automation like this but without last block (Add:add comment to issue)

Its because I need atach file without comment also. 

[Nikola Perisic]

@Kamil Askerov Do your customers have the Customers license for Jira Service Management and are the able to navigate to home.atlassian.com?

[Kamil Askerov]

@Nikola Perisic no, for customers only 3 agent license we have.

[Nikola Perisic]

Agents and customers are different. Agents work on the requests that customer make. Customers are not being billable but they need to have the license, unless you have changed for your site that your customers don't need to have the Atlassian account.

[Kamil Askerov]

@Nikola Perisic ok. But how make it without license? email notifications to customer - not to other customers in organisation? 

Also please answer to question about automation - I past there screen of automation I use. 

[Nikola Perisic]

@Kamil Askerov For the users that don't need to login, you need to go to Project settings > Customer permissions > Update the customer access settings > Portal access > Allow customers to create accounts > check the box "Customers can access and send requests from the portal without logging in"

Since this question is asked about the email notification, please create a separate request for your automation question.