420.5.3・Customer Portal and Notifications 12%
通知與 canned responses
通知讓 customer 知道進度、讓 agent 知道有事要做。考你分清 customer 與 internal 兩套通知、改內容與收件人，以及 canned responses。
官方考綱原文（這一節會考的範圍）
- Identify the events that can be configured to trigger a customer notification.認識觸發 customer notification 的事件
- Enable and disable customer notifications per event.逐事件開關通知
- Modify customer notification subject lines and content.修改主旨與內容
- Distinguish between customer and internal notification types.分辨 customer 與 internal 通知
- Create shared canned responses.建立 shared canned responses
3 分鐘速覽
Customer notifications vs internal notifications
- Customer notificationsJSM 自己的規則：Space settings → Notifications → Customer notifications；可開關、改主旨與內容、選收件人。
- Internal notifications只給 agent 與 admin，依 Jira 的 notification scheme（Jira admin）。
- 同時是 agent 與 customerInternal 優先：agent 被指派時改收 internal，取消指派後回到 customer。
- Customer 自己關通知仍會收到「request 已解決」與「需要你核准」。
- Canned responsesReply to customer／Add internal note → Canned responses；shared（全隊共用）只有 project admin 能建。
- Free 方案不能編輯 notification template。
資料來源（5）有疑慮時點開看官方原文
- What notifications do my customers and team receive?
Internal notifications are sent from Jira, and are based on the service space’s notification scheme.
- What notifications do my customers and team receive?
If an agent is added to a request as an agent and a customer, internal notifications will take priority over customer notifications.
- What notifications do my customers and team receive?
Even if a customer turns off notifications for a request, they will still receive notifications
- Create a canned response
Only space admins can set availability while creating a canned response.
- Create and edit the content of your customer notifications
Notification templates can’t be edited if you are on a Free plan or standard plan with 10 agents free for one year only limited-time offer of Jira Service Management.
兩種通知
誰收哪一種
| Customer notifications | Internal notifications | |
|---|---|---|
| 給誰 | Reporter、approver、participant、organization 成員；customer 身分留言的人 | Agent 與 admin：watcher、assignee、有 Browse 權限的 agent |
| 設定在哪 | Space settings → Notifications → Customer notifications（project admin） | Jira notification scheme（Jira admin） |
| 寄件 | JSM（可自訂寄件人名稱、custom domain） | Jira |
| Customer 看得到 | ✓ | ✗ 永遠不會寄給 customer |
- 自己的操作不會通知自己。
- Approver 與「透過 organization 被分享」的 customer，預設是關閉通知，要在該 request 自己打開。
- Customer 關閉某 request 的通知後，仍會收到：request 被解決、自己被加為 approver 且需要核准。
- 全是 Jira 授權使用者的內部 service project：Jira admin 可在 JSM Configuration 開「send Jira notifications to customers」，再把每條 customer notification 關掉，只用 notification scheme。
資料來源（5）有疑慮時點開看官方原文
- What notifications do my customers and team receive?
Are added to the Reporter, Approver, or Request participant field on a request and have verified their email address
- What notifications do my customers and team receive?
Internal notifications are only sent to agents and admins, and never to customers.
- What notifications do my customers and team receive?
In both cases, people will get notifications of other people’s activity on the request.
- What notifications do my customers and team receive?
For customers that are added as approver or belong to an organization that allows customers to share requests with each other, the notifications are turned off by default.
- Disable service space notifications for internal users
If you have an internal service space where all your help seekers have Jira licenses, you might want to disable service space notifications while keeping Jira notifications.
編輯
Customer notification 的事件、收件人與內容
| 常見事件（規則） | 預設寄給 |
|---|---|
| Customer invited | 被邀請進 portal 的 customer |
| Request created | Reporter（確認已收到） |
| Public comment added | Customers involved |
| Public comment edited | Customers involved |
| Request resolved（resolution 被設定） | Reporter 與 customers involved；即使 reporter 關了通知也會寄 |
| Request reopened（resolution 被清空） | 所有參與者 |
| Participant added／Organization added | 被加入的 participant／organization 成員 |
| Approval required | Approvers |
- 開啟Space settings → Notifications → Customer notifications → 選規則 → Edit。
- 收件人（To）Reporter、Customers involved、Added participants、Added organizations、Approvers；可勾 Exclude person who caused the action。
- 內容改主旨與內容；Insert variable 插入 ${recipient.name}、${issue.summary}、${issue.key}、comment 等。
- 開關Enable toggle 打開或關閉這條通知。
Reporter vs Customers involved
收件人選 Reporter (customer) 時，即使 reporter 在 portal 關了通知也會寄；選 Customers involved 則尊重 customer 的關閉設定。
什麼時候改用 automation
內建規則不夠細（例如只在特定 request type 的特定 status 寄、寄給非參與者、提醒 customer 3 天沒回）→ 用 automation 的 Send email／Send customer notification（420.8.1）。
資料來源（5）・2 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：什麼時候改用 automation屬建議性整理，不是官方原文。
- 找不到官方原文：事件表與預設收件人存檔的官方文件沒有逐項列出這些事件與預設收件人（只有 best practices 頁提到 Public comment added／edited）；以 Customer notifications 頁面實際列出的為準。
- Create and edit the content of your customer notifications
Choose the notification you want to edit, then select Edit.
- Create and edit the content of your customer notifications
This notification is sent even if the reporter has opted out of receiving notifications on the portal.
- Create and edit the content of your customer notifications
This notification is not sent to customers if they have turned off notifications for an individual request in the portal or a request's email thread.
- Create and edit the content of your customer notifications
Exclude person who caused the action – Prevents the person who triggered the rule from receiving a notification.
- Create and edit the content of your customer notifications
You can add variables using the Insert variable drop-down to pull blocks of information from work items.
Canned responses
預先寫好的回覆
| Personal | Shared | |
|---|---|---|
| 誰能用 | 只有自己 | 整個 project 的 agent |
| 誰能建 | Agent 與 project admin | 只有 project admin |
| 之後能改成另一種嗎 | ✗ 建立後不能改 availability | ✗ |
- 從 work item 的 Reply to customer 或 Add internal note → Canned responses → Create new／插入。
- 可用變數：Current user、Work item assignee／key／reporter／summary／resolution、Portal URL、Request status、Request URL。
- 也能做成個人簽名。
資料來源（5）有疑慮時點開看官方原文
- Create a canned response
Select Personal if you want to make your response available to yourself only.
- Create a canned response
To create a response that all the agents in your service space can use while replying to customers, select Shared.
- Create a canned response
Currently, agents can only create personal canned responses and would not see this option when creating a new canned response.
- Create a canned response
You can’t change the availability of a canned response once it’s created.
- Create a canned response
Find out how to create a personal signature using canned responses.
易錯觀念
考題愛用的錯誤說法
Customer 關掉通知後就什麼都收不到。
仍會收到 resolved 與 approval required。
Internal notifications 在 Customer notifications 頁設定。
Internal 走 Jira notification scheme（Jira admin）。
Agent 是 reporter 又是 assignee 時兩種通知都收。
Internal 優先，只收 internal。
Agent 可以建 shared canned response。
Agent 只能建 personal；shared 要 project admin。
Canned response 建好後可以從 personal 改成 shared。
Availability 建立後不能改。
資料來源（5）有疑慮時點開看官方原文
- What notifications do my customers and team receive?
Even if a customer turns off notifications for a request, they will still receive notifications
- What notifications do my customers and team receive?
Internal notifications are sent from Jira, and are based on the service space’s notification scheme.
- What notifications do my customers and team receive?
If an agent is added to a request as an agent and a customer, internal notifications will take priority over customer notifications.
- Create a canned response
Currently, agents can only create personal canned responses and would not see this option when creating a new canned response.
- Create a canned response
You can’t change the availability of a canned response once it’s created.
動手做
實作 Lab：改一封通知信，再讓 customer 關掉通知
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：編輯一條 customer notification 的收件人與內容，觀察 customer 關掉通知後還會收到什麼，最後建一個 shared canned response。
這個 Lab 對應的考點
Customer notifications 在 Space settings 設定，internal notifications 走 Jira notification scheme；customer 關了通知仍會收到 resolved 與 approval required；agent 同時是 customer 時 internal 優先；shared canned response 只有 project admin 能建、availability 建立後不能改。
準備
- Cara 在 HELP 有一張未解決的 request，Leo 是 assignee。
- 如果 Edit 按鈕被擋（試用期限制），步驟 1 改成只看，其餘照做。
步驟
- 你應該看到：看到 To（收件人）、Content（內容）與 Enable 開關。
- 你應該看到：Cara 收到的信多了 request 狀態那一行；Leo 不會收到自己留言的 customer notification。
- 你應該看到：Cara 沒收到信。
- 你應該看到：Cara 仍收到 request 已解決的信：即使關掉通知，resolved 與需要她核准的通知照樣會寄。
- 你應該看到：第一次 Ana 收到 customer notification；成為 assignee 後通常改收 internal notification（Jira 寄的通知）：agent 同時是 customer 時 internal 優先。
- 你應該看到：Leo 看不到 Availability 選項，只能建 personal。
- 你應該看到：Leo 的清單出現「已收到」，插入後變數換成實際的 reporter 名字與 request 網址。
試試看：改一個設定，觀察差異
T1把步驟 2 那條規則的 To 改成只有 Reporter (customer)，Cara 維持 Notifications off，Leo 再留言。看結果
這次 Cara 會收到：收件人是 Reporter (customer) 時，即使 reporter 在 portal 關了通知也會寄。做完改回 Customers involved。
T2把那條規則的 Enable 關掉，Leo 留言。看結果
所有 customer 都收不到這種通知，連沒關通知的人也一樣。做完打開。
T3在 Customer notifications 頁找「通知 agent」的設定。看結果
找不到：internal notifications 走 Jira 的 notification scheme，由 Jira admin 管。
心像錨點：閉上眼睛想一次這個畫面
Customer notifications 的 Edit 畫面：上面是 To 欄位裡的 Customers involved 與 Exclude person who caused the action，下面是 Insert variable。外寄 customer、內走 scheme；關了還有兩封。
收尾
- 那條通知規則的內容、收件人改回原樣，確認 Enable 打開。
- Cara 把 request 的通知改回 Notifications on；Ana 的 request 解決掉。
- 「已收到」可保留；它的 availability 改不了，若不要就刪除重建。
資料來源（4）有疑慮時點開看官方原文
- What notifications do customers and team receive?
If an agent is added to a request as an agent and a customer, internal notifications will take priority over customer notifications.
- Edit customer notifications
Reporter (customer) – The reporter of the request. This notification is sent even if the reporter has opted out of receiving notifications on the portal.
- Edit customer notifications（方案限制）
Notification templates can’t be edited if you are on a Free plan or standard plan with 10 agents free for one year only limited-time offer of Jira Service Management.
- Create a canned response
Currently, agents can only create personal canned responses and would not see this option when creating a new canned response.
一分鐘腦內整理
讀完了？用這張收攏整節
外寄 customer、內走 scheme兩套通知各管各的。
關了還有兩封Resolved、approval required。
共用罐頭靠 admin
誰收哪一種
- Internal 只給 agent／admin，走 notification scheme。
- 關了通知仍會收到 resolved 與 approval required。
Customer notification 的事件、收件人與內容
- Exclude person who caused the action＝不通知觸發者本人。
- Reporter 收件人不受 customer 關通知影響。
預先寫好的回覆
- Shared canned response 只有 project admin 能建。
- Availability 建立後不能改。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。