Customer Notifications Automation

[Eitzaz Haider]

Dear All,

I want to write an automation for customers to tell them about comment added.

First of all I want to use customer name , latest comment added and latest comment creator like

Dear Customer One,

XXX made a following comment ""

[Dick · Accepted solution]

Hi @Eitzaz Haider  ,

You can set up an automation that sends an email when a comment is added. 

Formatting the email content is described very well by Atlassian on the smart values pages:
smart-values-in-jira-automation 

Note: the comments are an array of strings: you need to consult the automation examples given in the List sub-page you find on the referenced page above.

Dick

[Eitzaz Haider]

Thank you @Dick  let me check

[Alex Koxaras _Relational_]

Hi @Eitzaz Haider 

Why you want to do that, since you have already a dedicated event, which sents out notification for every public comment?

[Eitzaz Haider]

Hi @Alex Koxaras _Relational_ ,

This is a great question. Currently, Jira has some limitations.

To receive notifications for actions beyond just the creation of requests(Request Created) on the service portal, customer must enable notifications for each individual request. Unfortunately, Jira administrators cannot set default notifications turn on for customers, nor can customers adjust these settings on their service portal. To address this issue, I am creating this automation because customers don't want to enable the notification on by themselves and also I believe this is valid demand.

For reference only

https://jira.atlassian.com/browse/JSDSERVER-4570

https://community.atlassian.com/t5/Jira-Service-Management/Customer-Organization-default-notification/qaq-p/629773

[Alex Koxaras _Relational_]

So there customers are part of a jira organization? And you have set up the customers permissions to share a request with their organization as default? And then what? You need to spam all members of that organization whenever someone comments on that issue?

[Dick]

@Alex Koxaras _Relational_

I'm sure @Eitzaz Haider has the best interest of the customers in mind. Perhaps this question was an investigation on his behalf on how the standard notifications could be replaced by a more concise notification, thus catering more profoundly to his customer's wishes.

All in good spirit,

Dick

[Alex Koxaras _Relational_]

Ηι @Dick ,

In order to provide more help on this matter and @Eitzaz Haider initial question, the above questions need to be addressed. If Eitzaz is purely interested in just creating an automation which will spam the customers with emails they didn't signed up for, then be my guest. But perhaps there could be another way to achieve what he want's without spamming the poor customers. But again. That's totally up to him. :)

[Eitzaz Haider]

Hi @Alex Koxaras _Relational_  @Dick , it's great to see your insightful discussion on this topic, Thank you for this amazing talk. Yes, @Alex Koxaras _Relational_  I also manage an organization with customers and have faced similar challenges even i adjusted organization field. As noted in the references, the question or request is quite reasonable based on current Jira feature and situation.

Even if you adjust the customer organization, notification scheme, and permissions effectively, customers still need to enable the notification option on the service portal for each request to receive updates. Interestingly, it seems that admins don't have control over this either.

Consider In cases where customers require updates on every request or ticket—especially when there are numerous requests each day—it seems impractical for them to toggle notifications individually This is a key reason for pushing towards automation to streamline this process until Jira addresses or resolves the issue.