Remove comment content from emails for company managed projects Jira Software Cloud

Question

I want to have company managed projects in Jira Software Cloud send a notification email when a comment has been added to a ticket, but I want to exclude the comment content from that email. Notifications only allow for configuring if a notification is sent, and who it is sent to. I can't find anywhere to manage the templates of the emails that send to take out the comment value.

Can this be done?

Sending the comment content in an email renders the delete comment feature useless.

If a user puts sensitive information on a ticket, I don't want that sending to all the watchers in multiple emails. Additionally, if a crucial mistake is made in a comment or it's placed in the wrong ticket there's no leeway for that user as it's immediately sent.

Igor Medeiros - Modus Create · Answer

Hi @Catherine Jarosz

If you are still looking for solutions for this, I'd like to point you towards our app Notification Assistant for Jira that allows you to create customizable notification templates, schemes, and more.

We have similar use cases where a notification is sent based on a comment trigger, however, the email body has other information and not the comment itself.

Feel free to reach out!

Arkadiusz Wroblewski · Answer

Hello @Catherine Jarosz

I looked this up, and your conclusion is basically right:

Can you remove the comment body from Jira Software Cloud’s built-in “issue commented” emails?

No. In Jira Cloud (company-managed) you can configure who gets notified (Notification Scheme), but Atlassian explicitly states Jira Cloud does not let you customize the built-in email notifications’ look/feel/content.

So there’s no supported way to keep the native “comment added” notification but strip the comment text from that same email.

The workable approach (what people do in Cloud):

Remove the “Issue commented / Work item commented” event from the project’s Notification Scheme (so Jira stops sending the built-in comment email).

Create an Automation rule:

Trigger: Issue commented

Action: Send email

Write a generic email body and do not include the comment smart value.

Smart values are supported in Automation emails, so you can include issue key/summary/link-like text (without the comment body).

Important limitation (so expectations are set): Automation won’t automatically mirror all the same recipients/rules as your Notification Scheme; you’ll need to define recipients (assignee, reporter, watchers, etc.) yourself.

One extra clarification:

If anyone points you to “editing notification templates”: that’s Jira Service Management customer notifications, which are editable in JSM — but that’s a different feature set than Jira Software’s notification scheme emails.

So: native Jira Software comment emails can’t be stripped, but you can achieve the behavior by turning off that native event and sending a custom Automation email.

Victor Law - Ricksoft · Answer

Hi @Catherine Jarosz

Based on your requirements, I think you might want to consider removing all the users from the Notification Scheme's Work item commented and configure Automation based on the comment instead, to notify the users when a comment is created with a customized message:

* https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/
* https://support.atlassian.com/automation/kb/send-email-notifications-when-a-comment-is-added-by-a-user-from-a-specific/

With this approach, it might consume a high amount of Automation usage.

https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

Thank you.