Is it possible to edit what Service Desk Customer receives in notification email SUBJECT?

Question

Hello Atlassian Community! Question context: I have a Jira Service Desk project that is going to be tested by a client soon. My task is to send email notifications to the client with email SUBJECT as following: client_issue_id [other possible data and/or issue.key next] Steps taken: I have Admin/Developer/Service Desk Team roles attached to my account for this project. I have created other email account to test-simulate a Service Desk Customer. I used my admin account to invite my test customer using 'Customers'>'add customers'. Test account received an invite with link, finished registration, test user is visible and can add requests and receives notifications. Works as expected. To customize notifications I used 'Project settings'>'Customer notifications'>'Edit templates'. I changed SUBJECT field to the following: ?This must be first? ${issue.summary} ${issue.key} I used 'send me a test email' button. My admin/developer mailbox received a mail with SUBJECT: *Test email* ?This must be first? Not enough traction in sand BB-8 It's standard test message with proper order. Works as expected. BB-8 and sand is because of star wars I guess. But when I used my testCustomer account to submit a request, testCustomer mailbox received email with SUBJECT: EXMPL-66 Issue Summary example text following order as in: ${issue.key} ${issue.summary}. This is not what I set in Customer notifications>Edit templates. I would like to change the email SUBJECT Customers receive. The same happened when I enabled notifications for Issue status change. Version: Cloud Proper question: Is it possible to edit what Service Desk Customer receives in notification email SUBJECT? Is it possible to give that email subject my order? Before you ask 'Why would you like to edit the email subject? Can't your client deal with his custom id string in email message? Or can't he insert that id as issue.summary and deal with it being in subject at second place?' Well maybe he can. But before I flatly refuse him I need to know if it's possible or not. I am very new to this so please excuse me If I missed something or mixed tenses, I did research and it seems like it's not possible but I am not sure. Please advise and good luck with your work!

Angélica Luz · Answer

Hi Aleksander,

I tested using a portal only account and today I made a new test by using another portal only account, so I invited to the project and created a ticket through the portal and email.

When we change a template on a project, this template is applied to that project only, so if you are using other projects, it won’t be applied.

Regarding the Account type, it’s the Customer invited notification where the template is different. This can be edited directly on the Customer notifications > Edit for the Customer invited notification.

On this test I used a classic service desk project, are you using a next-gen template?

Is there any other project that you can test the notifications?

Regards,
Angélica

unknown · Answer

Hey!

Thank You Angelica, that was quite fast reply.

I've separated variables and text.

Also think that my template is saved properly, because when i:

click 'save' on 'Templates' page and go to any notification and click 'edit' notification and 'Send me a test email' button

I receive email with properly formatted subject as I specified. Also when I go back to 'Templates' i see my 'Subject' setting in place and 'Save' button is grayed out.

Also, when I create a request using my Jira Service Desk Admin/Dev account, I receive properly formatted email subject. Exact result as You got and pasted above, this is what i want. The edited Template worked so it must have been saved.

The problem is that when I use Service Desk Customer account to create a request or do Email request sent from Service Desk Customer mailbox, in both cases Customer receives notification with non-edited, default template.

1.Are You sure that You used Service Desk Customer role only to make that ticket, is your photo what Service Desk Customer received in his mailbox?

2.Also, on 'Customer notifications'>'Edit templates' it is written:

'Templates change the look and style of all the email notifications except those which are account type.'

Maybe my Service Desk Customer email notifications are 'account type' and that is the reason my Template is not applied. Do You know where/how I can check or change this 'type' to something my Template can be applied to?

3.Thanks for link to feature request, I think this is my case and suggests Customer notifications subject can't be changed in this moment, but:

You achieved what I wanted, bit contrary to what f.request suggests. Providing that your photo's ticket and mailbox belong to a Service Desk Customer. So if You would kindly clarify if that was the case or not that could be helpful. Or keep me confused, but maybe its part of the process :)

Best regards, please comment on what You can and thanks upfront!

Alex

Angélica Luz · Answer

Hello Aleksander,

Welcome to Community!

Thank you for the details. I tested here using the same steps and here are the results:

Template:

The result after creating a ticket:

Note that, it’s necessary to add a space between text and variables, otherwise the template won’t be saved. I see that you edited the template, but since it didn’t work when creating a ticket, maybe the template was not saved, so please, check again and make sure that it will be saved. The correct behavior is that, after you click on save, the page will be refreshed and it will return to the Customer notifications’ page.

Currently, those are the only variables available for the subject, so I’m afraid it won’t be possible to add logos or symbols. It will be possible to do that only on the body of the email.

We have a feature request suggesting the implementation of this ability:

* Allow additional customization of customer notification email's subject line

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica