Overview video

The following video walks through how to configure the settings.

See below for a step-by-step written description of how to configure the settings for each project.

Edit the settings for the project

  1. Press the blue Edit button at the top right hand side of the page.
  2. The Project setting form is displayed. 

Enable the app for this project

Select the option Enabled for project.

Unless this option is checked, the app will not send any notification emails for this project.

Email template settings

The app uses the same templating format and variables used in the Jira Service Desk's own notification system.

In order for the notifications emails sent by the app to be consistent with those sent by Jira Service Desk itself, it is necessary to copy over some configuration. 

To copy over the settings from Jira Service Desk:

  1. From the app settings page, click on the customer notification template settings link. The Jira Service Desk Customer notifications > Templates settings page will open in another tab or window. 
  2. Copy the Subject setting string to the app settings form.
  3. Under Styles, copy the HTML string to the app settings form. 
  4. Repeat for CSS by clicking on the CSS tab and copying the setting to the app settings form. 
  5. Finally, repeat for Plain text.

Notification rules

Again, the app uses the same approach for defining the recipients and content for notification rules as Jira Service Desk itself. 

The two events that the app replaces are:

  • Public comment added
  • Public comment edited

Public comment added

To copy over the settings for public comment added:

  1. From the app settings page, click on the customer notification rules link. The Jira Service Desk Customer notifications settings page will open in another tab or window. Scroll down to the Rules section.
  2. Click on the Edit button for the Public comment added default rule. The settings page for that rule will be displayed.
  3. Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Desk rule.
  4. Copy the text of the Content setting to the app settings form. 
  5. At the bottom of the Jira Service Desk setting page, uncheck the Enable option and press Save
    • If you do not uncheck the Enable option, two notification emails will be sent to your users – one from the app and another from the standard Jira Service Desk notification rule. 

Public comment edited

The steps for Public comment added need to be repeated for Public comment edited.

From the customer notification rules page opened in step 1 above:

  1. Click on the Edit button for the Public comment edited default rule. The settings page for that rule will be displayed.
  2. Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Desk rule.
  3. Copy the text of the Content setting to the app settings form. 
  4. At the bottom of the Jira Service Desk setting page, uncheck the Enable option and press Save.  
    • Again, if you do not uncheck the Enable option, two notification emails will be sent to your users – one from the app and another from the standard Jira Service Desk notification rule. 

  5. In the app settings, press the Save button at the bottom of the form. 
    • Changes will not be saved without pressing the Save button. 

Check Jira Service built-in notification rules are disabled

After following these steps the default rules in Jira Service Desk should look like this: