Email notification- format change between two identical users

Jared Grywacheski

Starting this week a team member of mine now receives their JSM email notifications in a different format than the rest of us.

We hold the exact same roles on the space.

My email notification subject line format is as follows:
[JIRA] (HD-123456) Ticket Summary

His is as follows:
[JIRA] Firstname Lastname created HD-123456

This use typically scans their emails notifications to see what tickets may involve them by reading the Summary, not his subject lines contain no summary. Before the start of this week theirs looked just like mine. We cannot sort out why their's is different.

Anyone else seeing this with their notifications?

shivain gupta

 Hi — the two formats you're seeing are JSM's two notification template families. "[JIRA] (HD-123456) Summary" is the standard Jira notification, while "[JIRA] Firstname Lastname created HD-123456" is the customer notification format, which names the actor and the action. When two people with the same project role get different formats, it usually means one of them is also receiving customer notifications on that service project — for example, they're listed as a customer or request participant there as well as an agent. Check Project settings > People for whether he's an agent and also under Customers, and Project settings > Customer notifications for the template producing the second format. That would also explain why it started this week, whenever that access changed