Users receive a bad link in email when creating issue

Soren Essen

When a user is submitting a Jira ticket, they receive a confirmation email with a link to the ticket to track the issue. These are CUSTOMERS and not JIRA users like myself. The link takes the customer user to a login screen that they have no idea how to use. How can we just delete the line that directs them to the link OR how can we make it so the customer users can view their ticket progress?

Joseph Chung Yin

@Soren Essen -

You should check your JSM project's Project settings >> Customer Notification for the "Request Created" event configuration to determine if someone else may adjusted the default setup by including the incorrect link URL.

By default, the link URL will always take the customer back to the portal UI and not project UI.

Another thing that you need to check is to see if anyone (project admins for the project) created custom automation rule for "Issue Created" triggering event and has an action to send out custom email notification with the incorrect link URL.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.