Change Management workflow for Jira Service Management Approval Email

[Michael Eaves]

New to Jira Service Management, we are trying to use the pre built Change Management workflow for planned changes. One issue we have with it, is once it is set to approval, it sends the email to the Approver with only an "Approve" button, no other options. In Workflow and the gui, there are other options, but we want to edit that email that is sent out when it is set to Approval. I'm having a hard time finding where that email form is for me to edit it.

Thanks in advance!

[Susan Waldrip · Accepted solution]

Hi @Michael Eaves , welcome to the community!

If you want to change the email that is sent to the Approver and you have a rule for that, you can edit it by navigating to Settings (gear) > System > Global automation then opening the automation and clicking the "Then: Send email" action. The email text is in the Content section. One thing to know, though, is that if you're wanting to add or change the buttons in the email (Approved, Declined), you can't. Atlassian doesn't provide any way to access the buttons or button area of the email notifications. But if you just want to change the text in the Approver email notification, that's how you'd do it.

If this didn't answer your question, please provide more detail. Thanks!

[Susan Waldrip]

Oops! Forgot to cover the other method: If you want to change the email notification text for a particular project, navigate to the Project Settings > Customer notifications > Actions button > Edit notifications and click the Edit link for the notification text you want to change. Again, you can't modify the buttons, only the text but here you can add much more formatting.

[Michael Eaves]

*One thing to know, though, is that if you're wanting to add or change the buttons in the email (Approved, Declined), you can't. Atlassian doesn't provide any way to access the buttons or button area of the email notifications.*

This is exactly what I have being asked. I find it odd that there is more information to Auto Approve than having this option to question/ or to remove the Approve button to fore an Approver to look at the ticket in depth.

Thank you for your help!