How to add a predefined header as a part of our comment to our customer?

[Waleed Javed]

Hello Everyone,

We use JSD to handle all types of requests by our customers: bugs, technical support and feature requests. We are facing duplication issue. It would be a great timesaver to configure a predefined header as a part of the comment to our customer on JSD so that they would know to respond on the JSD thread and not to their email thread.

For example how to add the following as a header.

—-—-—-—

Reply above this line.

Is this possible in Jira Service Management if Yes please suggest me the solution for the same.

Thanks so much !

Waleed

[Brant Schroeder · Accepted solution]

@Waleed Javed Welcome to the Atlassian community

You can edit the customer notification templates in each project and add something as you have above to the emails that go out to the customer. https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-Editcustomernotifications 

[Joseph Chung Yin · Accepted solution]

@Waleed Javed -

Welcome to the community.  I agreed with what Brant mentioned.  To supplement his suggestion, the notification templates is project by project based.  So you will need to update each project separately.  

In each project, use Project settings >> Customer notifications.  In this UI, you can access the templates for notifications.

https://<your company>.atlassian.net/jira/servicedesk/projects/<projectkey>/settings/customer-notifications

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.