Send notifications to incident stakeholders

Stakeholders are individuals or groups who have an interest in or are affected by an incident. This can include internal team members, such as IT and support staff, as well as external stakeholders like customers or partners.

Stakeholders typically need to be informed about the status and resolution of the incident, as it may impact their operations, responsibilities, or expectations. Their involvement is crucial for effective communication, coordination, and resolution during the incident management process.

In Jira Service Management, agents can add stakeholders to an incident and notify them about the progress of the incident from the agent’s work view.

Jira admins can set up email templates for notifying stakeholders to ensure consistency and speed in communication. Find out more about creating and managing email templates.

Notify incident stakeholders

To notify a stakeholder:

1. From the Activity section of a work item, select Notify stakeholders.

2. Use the default template or select a customized email template to start working on the message.

3. Make required changes in the email subject and body. If you send subsequent emails, retain the same email subject so that emails go to the same thread.

4. Once you’re happy with how the email looks, select Send email.