When we transition to a specific status, I want a specific customer notification to be sent to the customer. If I change the built in one, it will change it for all and I don't want that. How do I create a customer notification that only sends out when transitioning to a specific status? I do not want to do this automation because I'm not trying to send a second email, I just need to be able to essentially modify/change the built-in one that automatically gets sent.
Can you confirm that this is for a Jira Service Management project? If not, what type of project does this concern.
The Customer Notifications in JSM projects do not support the level of complexity to specify different notifications based on different transitions. With native functionality your option is to disable the built-in notification sent for status changes and use Automation Rules to create the Notifications that you want to send based on the specific status changes.
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