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HelpDesk for Jira 1.9.2 and Older

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You are viewing the old version of the documentation. See the latest version here: [HDJS : Helpdesk for Jira Server Home]

Helpdesk users can receive notifications by Notification schemes you set in JIRA Administration.

To set the Notification scheme for projects go to JIRA Administration → Add-ons → Helpdesk and choose Notification tab:

Additional settings

  • Notification by comment - HelpDesk will send notifications about actions to user only in case that there is an available comments to this user. For example there won't be issue update notifications for inline updates.
  • Notify user about his actions -  Helpdesk user will receive notifications on every event in issue including his own actions.
  • Send standart Jira messages to common jira users
  - when checked the notification will contain a JIRA issue link for those reporters and other roles  who are JIRA users (If  unchecked there will be HelpDesk issue link) .
  • Send private links
 - when checked user will receive notification with direct link to HelpDesk issue with no need to login. Do not share this messages or links with recipients that you don't trust to. Notice that 'Send standart Jira messages to common jira users' has higher priority and if both of them are checked, only HelpDesk users will receive private links to HD and JIRA users will receive standard JIRA notification.
  • Choose JIRA users group - If a user from this group made some changes  that can be classified as Issue Event, other users will not receive any notifications about that despite these notifications are in Notification Schemes.

Attributes

Notification' subject and body can be configured for every project/event. Click on 'Attributes' button and select Issue Event from drop down list to customize notification for this event:

Then type in Subject of e-mail and click 'Add'. E-mail's body also can be customized by clicking 'Body' button. In opened dialog window you can type in text or html-link:

Templates may include system or custom fields, a link to the issue. HD notifications template format is the same as JIRA notifications. Please see

https://confluence.atlassian.com/adminjiraserver071/customizing-email-content-802592932.html

https://developer.atlassian.com/jiradev/jira-platform/jira-architecture/jira-templates-and-jsps/adding-custom-fields-to-email

E-mails for listed events will have customized view. For others events there will be standard e-mail notifications.


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