Service Desk email format/links on issues created from email vs. customer portal

Question

In trying to create a consistent customer experience for our end-users who we're now supporting with Service Desk, I've noticed that emails sent by JIRA for issues created by the Email Handler use a different format than emails sent by JIRA for issues created via the Service Desk Customer Portal.

Example #1: Email format for issue created by Email Handler:

Example #2: Email format for issue created by the Service Desk Customer Portal:

I'm looking for how we can setup the email handler in Example #1 to match the email format (including links to the Service Desk Customer Portal) in Example #2. Right now, the customer experience is like we're using two separate systems for this. Links in Example #1 go to the default JIRA UI instead of going to the Serivce Desk UI for customers.

It's like we need the ability to create an email handler for a Service Desk -- but I see no way to do this in OnDemand.

Any suggestions?

Thanks,

-Eric

Eric Long · Answer

FYI, I received a response on 12/12/2013 https://jira.atlassian.com/browse/JSD-131?focusedCommentId=548437&page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#comment-548437that JSD-131 is a duplicate of https://jira.atlassian.com/browse/JSD-38, so this issue can now be tracked via JSD-38.

Eric Long · Answer

Thanks, Brad. I've reported this as a bug and it is under this issue: https://jira.atlassian.com/browse/JSD-131

ɹǝʞɐq pɐɹq · Answer

The current design is that the reporter of the issue gets SD styled emails and that other "agents" get the normal JIRA templates via stardard JIRA notification mechanisms.

We have code that tries to suppress the fact that the reporter gets both a SD email and a JIRA email.  If this is happening then I would describe this as a bug and I urge you to raise a ticket on https://jira.atlassian.com/browse/JSD and specify the config you have in play