Jira Service Management - Customer Responses
- Adele Diedericks
- Ali Demmer
Customer Permissions
Customer Notifications
We could look into Templates, however, Marketing would need to run with this as the styles are HTML or CSS format.
Notification Types and Descriptions
Name | Type | Description |
|---|---|---|
Customer invited | Account | When a customer is invited to your service project portal, they are sent an email. |
Request created | 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 | 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 | 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 | 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 | Request | When a request transitions to a status that is visible to the customer, your service project notifies the customers involved. |
Notifications Per Project
CSM
TForge Finance
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Disabled |
|
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
TForge Sales
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Disabled |
|
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
TForge Service Delivery
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Disabled |
|
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
TForge Service Assurance
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Enabled | See screenshot below |
Participant added | Disabled |
|
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
TForge Managed Infrastructure
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Enabled | See below |
Participant added | Enabled | See below |
Organization added | Enabled | See below |
Approval required | Enabled | See below |
Customer-visible status changed | Enabled | Same Verbiage as CSM |
Adcon Finance
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Enabled | Same Verbiage as TForge MI |
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
Adcon Sales
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Enabled | Same Verbiage as TForge MI |
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
Adcon Service Delivery
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Enabled | Same Verbiage as TForge MI |
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
Adcon Service Assurance
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Enabled | Same Verbiage as TForge MI |
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |
Adcon Managed Infrastructure
Name | Enabled/ Disabled | Verbiage |
|---|---|---|
Customer invited | Enabled | Same Verbiage as CSM |
Request created | Enabled | Same Verbiage as CSM |
Public comment added | Enabled | Same Verbiage as CSM |
Public comment edited | Enabled | Same Verbiage as CSM |
Request resolved | Enabled | Same Verbiage as CSM |
Request reopened | Disabled |
|
Participant added | Enabled | Same Verbiage as TForge MI |
Organization added | Disabled |
|
Approval required | Disabled |
|
Customer-visible status changed | Enabled | Same Verbiage as CSM |