JIRA email notification template with Add comments link on closed tickets.

Question

Dear Atlassian community.

Can you let us know if this is a known behavior or setup of JIRA batch email notification or we can enhance by disabling "Add Comments" link from closed tickets?

Scenario is like this - JIRA agents will get notification on each and every update or status change email as attached. But for closed tickets "Add Comment" link is not a valid one because no further updates allowed for such tickets then why that link is enabled?

Let us know your suggestions.

Thanks

Arun

Radek Dostál · Answer

If I had as much concern for the existence of a hyperlink I'd probably suffocate from screaming before tomorrow.

Did you modify the template? The answer is no, no? Therefore yes.

Also an agent is expected to have add comments permissions, so either you're using JSM wrong, or you have status properties on the workflow. I doubt that the mail template does any permission checks for individual buttons, since that sounds like basically just a performance dampener with no real value.

UDIT KUMAR · Answer

Dear Radek Dostal, thanks for the details. I am really not interested to enhance it instead will use what is available or Atlassian provided so that we won't face any issues during JIRA upgrade.

We want to know if that is an expected behavior of the email batch notification template where Add comments link is added under closed ticket notification as a default irrespective of any status or permission to edit/add comment of the Issue is restricted or not or may be we have configuration issue in our project so that link is visible. Our JIRA agents reported this issue and questioning why we have provided "Add Commnet" link when there is no such permission provided to add comment.

Hope you understood and guide us to give proper justification to our Agents.

Thanks

Arun

Radek Dostál · Answer

You can customize email templates globally: https://confluence.atlassian.com/adminjiraserver/customizing-email-content-938847640.html

For individual project-styled notifications, you would need to take a lot of other measures to bypass the built in emailing ecosystem and instead generate custom emails (i.e. plugins, such as https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=datacenter&tab=overview), or possibly via a post-function in workflow by preventing the issue event from being published and sending a custom mail instead.