Enabling customer notifications for internal users only
Asked by Bryce Roessner:

Currently, we have the Customer-visible status change setting disabled, so as expected when a request transitions status - no email is sent to the customer.

Some of our request types, such as improvements, are used only by internal users (not customers), and would like status change notifications such as rejected, in progress, etc.

I'm looking for a way where internal users (not in the customer group) would be notified of workflow transitions, however, customers remain disabled.

Thanks in advance.


Answers:
author: Mikael Sandberg
body: This can be done if your internal users are added as [collaborators](https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/) in the project. In that case then the notification scheme would notify them and you can keep the customer notifications turned off. But this means that your internal users have to have a Jira license, or if they have a JSM license you would have to add a new project role and change your permission scheme.

comments: author: Bryce Roessner
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) - so this is currently how we have it set up. The user's we're trying to notify are collaborators, and in some instances, Service Agents (everyone has a JSM license).

They receive the notification IN Jira browser and as a push notification on the Jira iOS App - however they do not receive an email.


author: Mikael Sandberg
body: Reposting with the correct account...

Then check the email settings for that user under manage profile. If you comment on a task that the user is reporter for do they receive an email? The issue should not have a request type associated with it so only the notification scheme is used.

if the don't receive the email from that task, or any other issues, it could be that their email address has ended up on the suppress list and you would have to contact Atlassian support to get that resolved.


author: Joseph Chung Yin
body: [@Bryce Roessner](/t5/user/viewprofilepage/user-id/5509542) -

To supplement what [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) suggested, your other option will be to create automation rule which triggered from Issue Transitioned event and then use the "Send Mail" action to create custom notification emails to your internal users.

Hope this also helps.

Best, Joseph Chung Yin

comments: author: Bryce Roessner
body: Thanks [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) . This may be path forward. We're also wondering if it's a good education moment, for our internal users to use the portal and check on the status, versus relying on email to already crowded inboxes.


author: Joseph Chung Yin
body: [@Bryce Roessner](/t5/user/viewprofilepage/user-id/5509542)

Yes, 100% agreed. It is always the best for users to use the portal for the latest update. Email usage sometimes will be overlooked - especially if one receives so many notifications from Jira/JSM. Using the automation rule's Send Mail option allows you to customize the mail subject line to capture his/her attention btw...

If both my and Mikael's suggestions helped you, please click on Accept answer when you have a chance, so others with similar asks will see this posting as an answered one.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud