/
Installation

Installation

Owned by Metin Savignano
Last updated: 20 Sep, 2023
3 min read

Install

To install the app, from Jira Settings, select Apps, then Manage Apps, and search for Agent Signatures. Then click on Get app to start the installation.

Verify

To verify if the installation was successful, go to a service desk project and check if Agent Signatures appears on the left.

Note that the entry is visible to administrators and service agents only.

Configure

Adjust notifications

In order to avoid duplicate notifications, Jira administrators should deactivate the notifications for new comments.

Unfortunately, this needs to be done manually, because apps cannot change notification schemes.

When a new comment is added, the app will add the signature by editing the comment immediately after it has been created. This would cause two notifications to be sent – one without the signature, and one with the signature included. To avoid possible confusion, we recommend to disable the notification for new comments, so only the notification with the signature is sent.

There are two types of notifications involved: Jira notifications and customer notifications. Jira notifications are usually sent to internal Jira users only, but can optionally also be configured to be sent to customers. Customer notifications are sent to Jira Service Management customers only, and they are configured separately.

Jira notifications

To disable the notifications, from Jira Settings, select Issues, then from the left, select Notification Schemes, and click on the name of the notification scheme that you want to change.

Alternatively, to find the notification scheme used in a specific project, go to the project’s settings, then on the left, select Notifications, then click on the Actions dropdown and select Edit notifications.

Note that usually the same notification scheme is used in multiple projects. You can get a list of which projects share this notification scheme from the top of the Edit Notifications page.

Finally, on the Edit Notifications scheme page, delete all notifications for the Issue Commented event.

To reinstate the original notifications, you can add notifications again to the event by simply clicking Add in the Issue Commented row. The default recipient list is

  • Current Assignee

  • Reporter

  • All Watchers

which need to be added one by one.

Scheme Copy

Alternatively, you may want to create a copy of the notification scheme and edit the copy. However, then you must assign the new notification scheme in the project settings, which might me cumbersome if you have many projects.

Customer notifications

Notifications for the service desk customers are handled separately. To adjust the, go to the Project’s settings, then from the left, select Customer notifications, and disable notifications for Public comment added.

Unfortunately, Jira Service Management does not offer a global configuration for customer notifications, so the adjustment needs to be done for every service project.