Where can I configure email prefix?

Terry Zhang

We have two projects with email subject like the following:

[JIRA] (PS-31) XXXXX

[JIRA] (IT-86) XXXXX

But we created a new project recently, and somehow the email subject like this:

DO-4 XXXXX

Is there a way to configure this? We want them to be in the same format.

Angélica Luz

Hello Terry,

Thank you for reaching out to Atlassian Community!

Email notifications that contain [JIRA] are the system ones (sent to licensed users). 

The ones without this information are Customer notifications. 

Here is an example of the notifications from the same ticket, one for customers (left) and for agents (right).

In case you need customer notifications to also have [JIRA], you can edit the template. 

Please, go to Project settings > Customer notifications (company-managed) or Project settings > Notifications > Customer notifications (team-managed). 

On this page, click on “Edit templates”, add [JIRA] on the Subject and click on “Save”.

This setting must be done on each Service Management project.

This is the result:

Hope this clarifies!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica