Want to change the email body of the automated emails

Question

While creating an issue, we are receiving an email - with the changes made to the ticket within few seconds

in that email we are seeing 2-3 changes made to that ticket (like bunch of activities are showing in the same email)

is it expected in Cloud? how to replace this same as Data Centre - for a single activity we need to get one email.

&

adding to the above, i want to change default body of the email. how to achieve this.

Paul Wiggers · Answer

Hello @Rajesh Kumar P

What you are describing is not the behavior of an automation, but of the default customer notifications.

Those notifications will combine the actions taken in a time period and send out a notification with those changes.

If you (and your customers) want to receive a notification for every change, then I would suggest the following

* Deactivate the customer notification for Public Comment Added and Public Comment Edited (disable other notifications as you see fit)
* Create an automation that triggers on field value change, work item commented, work item comment edited, work item updated or work item transitioned (what fits your use case)* Configure the automation to send an email and set the body to display the change that triggered the event

Is that something you can work with?

Just a word of caution, make sure that this is indeed what you want. Notification overload is real and might lead to unwanted behavior.

Marc -Devoteam- · Answer

Hi @Rajesh Kumar P

Welcome to the community.

Please provide more context, like screenshots and the automation.