Comment from request participant with company signature in notification mail

[Deleted user]

We have created a template for customer notifications, in which various information about our company are stored, much like a signature. With the notification "Public comment added" we also added the "event.user.name" macro to automatically add the name of the agent commenting on the issue.

The following problem occurs:
Once a request participant comments on the issue, the signature and user name are automatically added to the author's email notification.
So it looks like the request participant is an agent of our company.

Is it possible to deactivate the template for comments from request participants?

[Angélica Luz · Accepted solution]

Hi Hannes,

Thank you for getting in touch with Atlassian Community!
When editing a customer notification template, all customers will receive that notification and when someone answers the notification the signature will be added as well, it's not possible to restrict that.
The best option, in this case, is the agents to add manually their signatures when adding a comment.
We have a feature request suggesting the implementation of the ability for agents to have signatures:
- https://jira.atlassian.com/browse/JSDCLOUD-1515
Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica