What is the Best way to communicate news to customers?

janely_melin February 19, 2024

What is the Best way to communicate news to customers from Jira SM?
I'm very new to Jira SM. So I was looking at what I think i s an esy solution, but it might be better ones - please tell if you know:

As not all customers are using the Portal (unfortunately), I want to email them all. Is that possible to do from JSM, as an agent?

For the ones using the Portal - I can use the Announcement Function, and add a link to an Article* with the news of the month.
* A Jira SM knowledge Base Article; so they can be searchable for all customers.

My question; are there any other ways of communicating News to all customers/users in the Jira SM (and from Jira SM)?

Thanks In Advance!

2 answers

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Jack Brickey
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February 19, 2024

hi @janely_melin , I wish there was an easy solution, e.g. email an Organization. There is an open suggestion for this - https://jira.atlassian.com/browse/JSDCLOUD-12965 


janely_melin February 19, 2024

Thanks @Jack Brickey 
I saw some articles/comments when I was searching, but thought they were quite "dated", 2018. I had hoped for an easier solution to be in place.
I'll start with The Announcement Function in the Portal.

Thank you for your your quick reply.

1 vote
Answer accepted
Perisic Nikola
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February 19, 2024

Hello @janely_melin , this is kind of partially true.

First, there is no automation rule in JSM that is actually tied to the announcment banners. 

Second, in order for the users who do not have an Atlassian account to login to the portal, you can do this:

  • Go to your project settings -> customer permissions
  • Click on the "update the customer access settings"

Screenshot 2024-02-19 at 12.33.16.png

When you click on that, you will see:

Screenshot 2024-02-19 at 12.34.41.png

Here you want to check the box "Customers can access and send requests from the portal without logging in"

Then we come to the portal settings, where you configure your login message (anyone will be able to see it now, with the adjusted settings).

  • Project Settings -> Portal Settings
  • Scroll down where you will see Announcements
  • You wanna make sure that agents add announcements by selecting the "Yes, agents can add announcements to this portal"
  • Click on Save

Screenshot 2024-02-19 at 12.38.29.png

Next, click on the manage portal announcements, but I see that you already have done this in your picture.

Long story short, no, users can't receive the announcements via the email, but they can see the update when they click on the page.

janely_melin February 19, 2024

Great! Thanks a lot!
I have sent invitations to customers, but they prefer to send an email request when they need some help. So all requests will land in the JSM.

But if they learn that we have links to news in the portal, they might be more driven to open end use the portal (with all the articles we have there).

Thanks again. //JaneLy

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