Why is the customer invitation email I configured not the one that is sent to customers?

[achapman]

In my service desk project, Project Settings > Customer Notification > Customer Invited Email: I have that email enabled and I've customized it with my own text. However, that is not the email customers receive when they're added to the Customers page on that service desk project. If I remove my custom email text by clicking "Revert to default" and add a customer, they still don't receive this email that starts with "Welcome to ${portal.name}.

The email they're receiving when I invite them is: 

"Admin invited you to join them in Jira Service Management
Start planning and tracking work with Admin and your team. You can share your work and view what your team is doing."

Where does that email come from and why is it being sent instead of the one configured for the Customer Invited email?

[Lori Bakken]

Has anyone ever figured this out?  I added a different group and added product access for Jira Service Managerment as customers and it sent an email to everyone in the group, even though they were already customers

[Kris Dewachter]

Hi @achapman ,

I think there is another email being sent by Atlassian when the customer doesn't have an Atlassian account yet. You can not configure this email.

Best regards,

Kris

[achapman]

Thanks for replying to me so quickly!

Can you think of any other reason or explanation? I tested with an account that does have an Atlassian account already (my personal email account) and when I added them to my service project, they still received this default-looking email instead of the one I configured. 

[Kris Dewachter]

Hi @achapman ,

On second look ... the email looks like somebody would get that is invited as an agent.

Can you double check if your 'Customer' doesn't have 'agent' access rights, or any other rights beside 'customer' ?

Best regards,

Kris

[Henningsen_ Marcus]

I have the same problem; I want to avoid the emails. How to go about that?