General configuration

This section provides information on general settings of Workflow Actions

Steps

To set configuration:

1. Go to Jira Administration > Manage apps.
2. In the Actions for Jira Service Management section on the left sidebar select Workflow Actions.
3. Go to Workflow Actions > Comment on transition.
   

   

The pattern for comment:

• %ACTION_NAME% as a transition name. It returns the transition’s name from workflow (or customized name).
• %CURRENT_USER_NAME% as a user’s name. It returns user’s Display Name.

Examples

1. If you want to have a bolded and underlined text:
   • Set configuration in Workflow Actions section > Comment on transition.
     

     

   • Go to the issue > Comments section.

     

2. If you want to have a bolded and green text:
   • Set configuration in Workflow Actions section > Comment on transition.
     

     

   • Go to the issue > Comments section.
     

     

3. Go to the Customfield section.
   It stores user who affected the transition.

   Note

   You can choose users if you have Browse Users permission in Jira Administration > System.

4. [Optional] Configure the following:

• Show icon if fields exist on transitions: Shows the icon below the name of transition on the Customer Portal.
• Send e-mail on transition: If you want to send an e-mail on the selected transition, you need to have an e-mail client account defined in your settings.
• Move actions to the request view panel: The transitions will be displayed along with the native actions on the customer request view, above the shared with section.

5. Click Save.
   

   

Result

A new configuration is added.

Set e-mail customer notifications

Steps

To set configuration:

1. Choose Projects at the top of the screen.
2. Choose the service project you want to configure.
3. From service project sidebar, select Project settings > Customer notifications.
4. Go to Default rules > Customer-visible status changed > Edit.
   

   

   The Customer-visible status changed box appears.
5. Configure the following:

• To: Choose who will get notifications. For example: Customers involved.
  Note

  If you want to exclude the person who caused the action, mark this option.

• Content: You can use this pattern: ${event.user.name} changed the status to ${request.status} or make changes by clicking Insert variable and choosing the variant from the list.
  
  Note

  For more text effects, go to Text Formatting Notation Help.

• Preview: Here is the information about status changes.
  Note

  You can click View request and go to the request types view on the Customer Portal, Turn off request’s notifications or Send me a test email.

6. Click Save.
   

   

Result

A new configuration is added.