Notifications

Question 1

Main differences between Team and Customer notifications

Answer 1

Team notif cannot be configured in project irectly, they are set in Notification scheme
Customer notifications can be changed by the Service Desk Admin

Question 2

Which role(s) can edit a notification scheme ?

Answer 2

Jira Admins only

Question 3

who can enable / disable globally outgoing emails and where ?

Answer 3

Jira Admin only in Global Settings > System > Outgoing Mail

Question 4

Cite 3 areas where events are used for team notifications

Answer 4

Issues
Comments
Work Log

Question 5

Who are the 3 default available recipients for a team notification ?

Answer 5

Reporter
Assignee
All watchers

Question 6

Who are the 3 project-specific available recipients for a team notification ?

Answer 6

Project Lead
Component lead
Project Role(s)

Question 7

What are the additional options for recipients of team notifications ?

Answer 7

current user
a single user
user or group custom field
single email address (public issues only)

Question 8

Can a user totally turn off email notification to him/her ?

Answer 8

User will still receive emails for filter subscriptions and automation rules

Question 9

what are the 10 built-in events that can trigger customer notifications ?

Answer 9

Customer invited
Public comment added
Public comment edited
Request created
Request resolved
Request reopened
Participant added
Organization added
Approval required
Customer-visible status changed

Question 10

what are other triggers for customer notification

Answer 10

Emails sent by automation rules

Question 11

what happens to notifications if a customer is the reporter of an issue and is also a team member ?

Answer 11

The user will only be treated as a customer for all notifications related to this issue

Question 12

Can any customer recipient receive any type of customer notification?

Answer 12

No. For example :
invited customer is specific to Customer Invited event
Approvers are specific to Approval Required event

Question 13

What are compliance settings for customer notifications and where / by whom can they be set ?

Answer 13

Settings to hide
Issue Summary
Issue Description
Comment
Attachment
from customer notifications
Set by Jira Admin under Settings > Products > JSM > Compliance Settings

Question 14

Do compliance settings apply to all customer notifications ?

Answer 14

No. Customer notifications issued by auto. rules are not altered and can send any information.

Question 15

What are the default options for opt-in / out on customer notifications ?

Answer 15

Reporter and participants : opt-in
Other org members when org added to participate : opt-out (except initial Organization added)
Approvers : opt-out by default (except initial approval required notification)

Question 16

Where can a customer opt-in / out for an issue ?

Answer 16

opt-in only in the portal
opt-out portal and email

Question 17

How about sending team notifications to customers ?

Answer 17

This can be done by a Jira Admin globally for JSM on a site. There might be redundant notifications when used.

Question 18

why would you send team notifications to Service Projects customers ?

Answer 18

The only case is for internal teams where customers are also team members. Do not use this for customer facing projects

Question 19

Typical troubleshooting order for Team notifications

Answer 19

Notification scheme
Personal user prefs
Permission scheme
Issue Security

Question 20

Typical troubleshooting order for Customer notifications

Answer 20

Comment type (internal vs public)
Public Comment Added event not enabled
Customer perms (not a customer)
Request Type (issue created without a request type)
Invalid Email Address

Question 21

Can customer receive both Jira (team) and JSM-specific (customer) notifications ?

Answer 21

Yes, a Jira Admin can set global Settings > Products > JSM > Configuration > Notifications to either
- Yes, send customers both JSM and Jira notifications
- No, only send JSM notifications to customers
the former is NOT recommended