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Modifiying workflow status notifications

Annie_f89bwg

Hello!

I successfully modified the templates for my regulars notifications, however I'm couldn't find where to change the default text that is appended to each to the notifications sent to a customer when a custom workflow status has changed.

Ex: We have a "Aknowledged" workflow status and when we change the status to it, an customer notification is sent with a default text; I would like to change it.

Thank you very much!

Comments

Hernan Halabi - Elite IT Consulting Group

You need to use the automation module from JSD to create rules when you move your ticket to certain status trigger a different email notification to them

Priyanka Nagaraju

Hello @Annie

You should be able to use Service Desk automation rule.

Custome rule:

WHEN issue is transitioned

IF issue matches Status = Required workflow status

THEN Send an email to Customer's involved with the required text.

Annie_f89bwg

Amazing! That should work. Testing this now, but confident

Thank you for this very fast response!

Cheers,

Annie_f89bwg

Ok, results are back!

There is still a default text that I want to remove, you can see it here highlighted in blue - I search everywhere but cannot find where this default text is.

The following text is correct, it is the text I added in the trigger.

Thanks!

Hernan Halabi - Elite IT Consulting Group

looks like you created a new ticket and right away you moved the issue to acknowledged so Jira merged both notifications into one email. Give it some time to receive the ticket created notification and then move it to acknowledge and show me the results if that didn't work