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Customer Notification Template text is altering by itself

Danielle Mayrberger

We have 10 new Service Desk projects in Jira Service Desk Server v4.5.5

Of these projects, 6 of them are having some very strange behavior in the customer notification rules text/templates. The text is changing/altering by itself.

Example: Request created rule has the text for Approval required. Public comment added has text for Participant added. We have changed them to the correct text several times, and less than 2 hours later, they all have changed again by themselves!

PS. The projects were imported using Project Configurator.

Accepted answers

Dave LIAO

@Danielle Mayrberger - odd! Is this still happening?

If so, can you reproduce this issue across all 10 projects?
Try making a new Service Desk project. Does the issue occur in that project too?
To be clear, are the "customer notifications" settings reverting to system defaults? e.g. for approvals, "This request created by ${issue.reporter.name} is awaiting approval."?

All comments

Dave LIAO

@Danielle Mayrberger - odd! Is this still happening?

If so, can you reproduce this issue across all 10 projects?
Try making a new Service Desk project. Does the issue occur in that project too?
To be clear, are the "customer notifications" settings reverting to system defaults? e.g. for approvals, "This request created by ${issue.reporter.name} is awaiting approval."?

Kevin_hb2lpz

What comes to mind are the translation/language settings. Maybe check if somebody is working on them.

The other thing could be the browser and cache issues but this is just a wild guess. If you are using Google Chrome some text could be displayed differently than it actually is. I had problems with it in 2-3 other webtools not related to Jira. Try editing the text with a different browser. Even if it doesnt work, it doesnt hurt either.

Danielle Mayrberger

Meeting with Atlassian support today. Yes, they are setting to system defaults but the wrong rule!

Dave LIAO

@Danielle Mayrberger - any luck with your mysterious resetting templates?

Danielle Mayrberger

It's an issue with the Lingo table- the Atlassian Engineers are reviewing and hopefully come up with a fix soon. I hope very soon because it's frustrating our customers! Thanks for checking in.

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