Email notifications no longer show issue summary and labels

[Nataliia Kriuchkova]

Hi Community,

We're experiencing an issue with Jira Cloud email notifications. Until recently, every notification email we received when a ticket was updated included:
- The ticket number
- The issue summary (title)
- The labels assigned to the issue

At some point the format changed. Now the emails only contain the ticket number — the issue summary and labels are completely missing.

Our setup:
- Jira Cloud (company-managed projects)
- I am the Jira administrator
- The issue affects all users on our instance, not just one person

Has anyone else experienced this recently? Is there a known change in Jira Cloud that removed issue summary and labels from default notification emails?

Any help is appreciated. Thank you!

[Chris Rogers]

Hi @Nataliia Kriuchkova

Is this for Jira or Jira Service Management?

I just ran a quick test against my internal Jira site and didn't notice any difference; I still received notifications as normal and could see the summary and field updates.

In JSM, there is an option to turn on safe customer notifications, which can redact some information, but I suspect that's not what you're running into here.  

Are you able to include a screenshot of what you're seeing in your reply from a test issue?

[Igor Medeiros - Modus Create]

Hi @Nataliia Kriuchkova

Native Jira Cloud notification emails use fixed templates, so the fields they show are not admin-configurable.

Two things worth checking first:
1. If these are JSM customer notifications, confirm whether Safe Customer Notifications is enabled under Project Settings, then Customer notifications, which strips issue detail.
2. For internal notifications, verify the events under System, then Notifications and the linked notification scheme.

If you need guaranteed control over what each email contains, including summary and labels, our app Notification Assistant for Jira gives you a drag-and-drop template editor with custom fields and per-project layouts.

Feel free to reach out if you'd like to learn more.