Email notifications that take internal agents to the portal

[Vaughan Rivett]

Is it possible to customize the message sent to a project's internal agents to include the URL for the portal link instead of the Jira link? This is because the portal interface is more user-friendly for this particular group of agents. Perhaps the notifications could be tailored based on the recipient's role within the project.

[Dave Mathijs · Accepted solution]

Hi @Vaughan Rivett 

Internal (or Jira) notifications are intended for people who have a license, so they'll naturally lead to the product URL, Jira Service Management in this case.

Customer notifications on the other hand are intended for portal customers, these links will lead to the customer portal.

A workaround could be to create automation rules with specific conditions or the features of a third-party app to send customized notifications with non-standard links.

[Vaughan Rivett]

All of my users have premium licenses.

I have turned off notifications and have been using rules, but for some reason I find some users who we want to be having the portal experience still end up in the Jira screens.

It would be great if there was a mechanism to have better control over notifications as they would be easier to maintain when changes are made to a workflow. There is too much overhead in using custom rules.

[Akhand Pratap Singh · Accepted solution]

Hello @Vaughan Rivett ,

You can use Automation rule to send customized email to group of people and to include the Portal URL of the issue, try using {{issue.url.customer}} smart value in your Message body of the Automation rule.