Can you format/customize the email notifications that Jira sends?

Question

We ran into an issue where when you 'share' a ticket, the user receives an email with quotations around the ticket name. If the user responds to the ticket, the mail handler with strip quotes: true removes the reference to the ticket and does NOT add the email as a comment. The email effectively disappears and no one on the ticket nor the person who shared the ticket are notified that an email was sent.

Is there a setting where we can tweak the content/format of the emails that get sent out from the system?

John Funk · Answer

Okay that seems to be pretty unique. I would submit a support ticket to Atlassian to see what they say. Might just be a bug with that particular method. Please post the resolution back here for future readers of this post.

Good luck!

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

Alex Hall · Answer

In this specific case the email is coming from the default cloud mail handler when an issue is "shared" with another user.

With "shared" in quotations, I'm referring to the very specific workflow when a user goes to the top right of an issue and selects 'Share'.

John Funk · Answer

Hi Alex - Welcome to the Atlassian Community!

How is the email getting sent? When is it getting sent? New create? Approval? User assigned?