How to customize email body for the "issue created" system notification

[Martina Mulino]

Hi,

In the default notification scheme of my project there is a system notification that sends an email when a issue is created. Is it possible to customize the body of this email? By default the body contains some issue field values, but I would like to add more.

Thank you,

Martina

[Harrison Ponce]

Hi @Martina Mulino , great question here!

While the customer notifications in a JSM project are customizable, the internal ones are not.

You can add custom events (in addition to ones like "issue created") and choose which internal email template goes with that event, but at this time the content of those templates (or creating new ones) is not available.

There is an open suggestion (highly voted for!) about this that you can vote, watch, and comment on:

• JRACLOUD-7266: Provide ability to customise email templates that are used for notifications and subscriptions

The suggestion said it was going to be closed in 2017, but it's still not...weird 👀

[Igor Medeiros - Modus Create]

Hi @Martina Mulino

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario.

It allows you to customize and manage notifications in a way that suits your custom needs, including, but not limited to creating custom email templates and rules.

Feel free to reach out.

[Susan Waldrip]

Hi @Martina Mulino , the great news is YES, you can modify that text! You'll need to be a Project Admin or Jira Admin. Go to Project settings > Notifications > Customer notifications and click Edit for the "Request created" notification. Hope that helps!

[Martina Mulino]

Hi Susan,

thank you for your response but this unfortunately does not solve my problem. In the section you pointed me to I can modify the body of the emails the customer receives, while I want to modify the body of the emails that admins and agents receive. Is it clearer now?

Thank you again,
Martina

[Susan Waldrip]

Yes, it's clear now, thank you! @Harrison Ponce 's response is correct then, you can't modify the system-generated emails that the agents and admins see, unfortunately.