How To Add Participants To Customer Notifications

[Miguel Samayoa]

I have very limited options (2) under my project settings, customer notifications after selecting the 'Edit' button in the action column. I can only select "Reporter" or "Customers involved". According to this source: 

https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-recipients

I should be able to add "added organizations" as email recipients to when someone adds a new comment to a ticket.

[Igor Medeiros - Modus Create]

Hi @Miguel Samayoa

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario

It allows you to customize and manage notifications in a way that suits your custom needs, including, but not limited to sending notifications to hardcoded emails.

This way, you could create notifications per Organization and ensure that they are always sent to the designed members.

Feel free to reach out.

[Benjamin]

Hi @Miguel Samayoa ,

Is your goal is to just notify certain organizations when someone comments on a ticket? If it is, then it wouldn't be done through that page. That page is to setup how the can or custom notifications will be sent out. Not exactly whom it would be it would be sent out to like a specific customer or organization.

If a user wants to share with an organization., then can do so per ticket but using the share option in the ticket. 

Do keep in mind that the sharing with org just handles the creation notification. members of the org still need to opt-in individually for all other notifications.

https://confluence.atlassian.com/jirakb/opt-in-to-receive-notifications-for-organizations-1085203470.html

[Miguel Samayoa]

Hi Benjamin, thanks for the info.

"Do keep in mind that the sharing with org just handles the creation notification. members of the org still need to opt-in individually for all other notifications." -Ben, above

That's exactly right, I'm trying to make it so members of an Org a ticket is shared with will get email notifications when someone comments on a ticket. Additionally, we prefer if the members of the org did not have to "opt-in" every single time. For context, they would like to receive notifications for all tickets opened by default, without the need of opting-in. 

[Trudy Claspill]

Hello @Miguel Samayoa 

The posts on your tag indicate you are using the Cloud offering, but the document you referenced is for the Data Center offering. Which are you actually using?

Regardless, the documentation for the Cloud offering says the same thing.

I found a 2020 post with an answer from an Atlassian team member that says that Organizations cannot actually be added as recipients.

https://community.atlassian.com/t5/Jira-Service-Management/Can-t-select-quot-Added-organizations-quot-as-recipients-for/qaq-p/1531784

[Miguel Samayoa]

Thank you, Trudy. I am working in the Cloud version of JSD. It looks like members of Orgs need to "opt-in" but now I am looking for a way to bypass this or make opt-in be automatic!

[Trudy Claspill]

I don't think a method exists to do that, but that is beyond the scope of my experience.

[Miguel Samayoa]

I created an automation to add the people in the org as Request Participants when the org is added to a ticket. This should suffice for now hopefully.