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How do I change the email subject on Service Desk notifications?

Richard Saffell_cdvenv

For example, currently our Service Desk sends this subject:

[RG Improve] [RescueGroups.org Support] test [HELP-9]

RG Improve is an old name for our JIRA instance? I think?
RescueGroups.org Support is the name of the Service Desk.
test is the subject of the Request.
HELP-9 is the JIRA number.

How can I simplify this text? Where is RG Improve even coming from? I can't find that anywhere. I think just "[HELP-9] test" would be sufficient.

Accepted answers

Richard Saffell_cdvenv

I ended up using a header check in Postfix to change the email subject. I was able to remove all of the unnecessary information and just have the ticket number and the summary/subject by using a regular expression.

All comments

Boris Berenberg

Check your SMTP server configuration (in JIRA), this is likely the prefix set there.

Richard Saffell_cdvenv

Yes! The first part was a prefix in the Outgoing Mail settings. But it requires me to enter a prefix? So I am forced to put something there? And I can't prevent the name of the Service Desk / Project from being prepended? Or move the Summary / JIRA ID around?

Boris Berenberg

That is correct. You can try to customize the velocity templates, but I have no idea how you would do that for JSD. The JIRA steps for it can be found at: https://confluence.atlassian.com/display/JIRA/Customizing+Email+Content but is not supported by us.

Richard Saffell_cdvenv

I was able to remove the prefix by updating the database directly. It's odd that a prefix is required. https://confluence.atlassian.com/display/JIRAKB/How+to+remove+the+email+prefix+in+JIRA+SMTP+server+configuration

Richard Saffell_cdvenv

Dario B

There is a feature request already opened for this that, according to the last comment in there, should be implemented soon (Cloud first):

https://jira.atlassian.com/browse/JSD-218

Please add yourself as a watcher to the Request, as well as vote for it to increase the visibility per the Implementation of New Features Policy.

\\
Best Regards,
Dario

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