JIRA email notification format/template has changed for some users but not all

Question

When I'm tagged in a comment of a JIRA ticket, I will get an email with a ton of information such as Ticket ID, Summary, Comment, Name of person who mentioned me, and the comment itself.

Another user on the same project (althought different compant) will only get an email that says "Person xyz has mentioned you on JIRATICKET-1234" and no other information. This is a nuisance b/c now the person has to individually go into each of the tickets and see what the comment or details are.

I checked our JIRA email settings and they look identical. Any thoughts on what the issues here could be? Maybe its their company's email security settings?

Rik de Valk (Brainboss) · Answer

Hi @David Sanchez

There are multiple features that can send notifications in Jira and multiple settings that will affect what the content of these notifications will be.

* Jira (internal) notifications. These are the standard notifications that Jira users receive. The content of these cannot be configured, but a Jira Administrator can define on which events and to whom these notifications are send. This is done in a Notification Scheme and these can vary per Project. In a team managed project, the project administrator can configure these. 
* Jira Service Management Customer notifications. These are notifications that are send to Customers (not Agents). The content can be configured by the Project Administrator. In JSM projects, you can expect different types of users receiving different notifications, because some users are Agents (Service Desk Team) and others are Customers. 
* Automation Rules. Automation rules can also send out emails. And the conditions, the content and the recipients are completely configurable. 
* Marketplace Apps. And in addition, Marketplace apps can also add additional notification or email capability (such as Email this Issue).

Considering the fact that different users in the same project are receiving different notifications, that pretty much rules out #1. But #2 is a suspect: maybe you are a Customer and your colleague is part of the Service Desk Team or vice versa.

But Automation rules are also possible. Maybe you receive some custom email (with lots of info) because some Automation rule executes this.

Happy troubleshooting! Rik

Igor Medeiros - Modus Create · Answer

Hi @David Sanchez

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario

It allows you to customize and manage notifications in a way that suits your company's custom needs, including, but not limited to creating custom email templates and rules.

Feel free to reach out.

Harrison Ponce · Answer

Hi @David Sanchez , can you attach a picture of what both of these emails look like (blurring out any important stuff)? I have a hunch that the emails are being generated from different sources (e.g., customer notifications, internal notifications, or automation)