Modification of customer notification text has no effect (service desk)

Question

Hi,

I've attempted to change the wording for a customer notification by going to Project Settings>Customer Notifications and then clicking Edit for the correct Default rule.

Having changed the text and hit save, the customer is still receiving the default text ("Wir wollten nur bestätigen, dass wir Ihre Anfrage erhalten haben. Wir arbeiten dran.") even though when I send a test email to myself the wording is correct ("Vielen Dank für Ihre Anfrage - sie ist im Ticketsystem unter der Nummer BB-8 vermerkt und wird so schnell wie möglich persönlich bearbeitet.").

The question has been asked three years ago by someone else, but unfortunately, her/his request didn't lead to a solution. Perhaps I'll be more lucky? ;)

Thanks a lot in advance!

Cristian Ionescu · Answer

I think the best way to solve this is to open a ticket to Atlassian:

https://support.atlassian.com/contact/#/

w.fronius · Answer

Sorry, my original post was unclear there - I did that and received the desired notification. I just doesn't work when creating a request via mail...

Cristian Ionescu · Answer

I have tested in the same condition as above an it is working.

Can you please after apply and save: Send Test email?