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Customer notifications Templates different between admins and customers

Jamel Boustaoui

Hi,

I have configured a template for the email notification with a specific design.

When a costumer open a ticket, this customer receive an email with the right template.

But the Service Desk team receives an email with a Jira design, and not the design configured in the project.

I don't understand why.

Screenshot attached :

temp1 : configuration on the project

temp2 : email design received by the IT Team

temp3 : email design received by the customer

Thank you !

Jamel

Accepted answers

All comments

Jack Brickey

@Jamel Boustaoui, the Customer Notifications go to users defined as customers. The notifications received by users with application access (agents, admins) receive the standard notifications as defined under the “Notifications” settings.

Georges Moubarak

Hi @Jamel Boustaoui,

In order for your agent to receive similar email notifications as your customers, they need to create their requests from the portal and not from Jira using the standard Create button.

Jamel Boustaoui

ok thank you,

I don't find "notifications" settings for the agents

Jamel Boustaoui

Hi Georges,

the problem is that when a ticket is opened by a customer, I want to IT Team to receive the same notification template, and not a different one.

Do you know if it's possible ?

Thank you both

Georges Moubarak

Hi @Jamel Boustaoui,

This is possible if you want to change the velocity templates of the email notifications. Note that this will change the templates for all projects and not just one.

All templates can be found under these directories:

jira-installation-directory\atlassian-jira\WEB-INF\classes\templates\email\subject
jira-installation-directory\atlassian-jira\WEB-INF\classes\templates\email\text
jira-installation-directory\atlassian-jira\WEB-INF\classes\templates\email\html

Where you need to change the needed vm template. After the change is done, you need to restart Jira.

Don't forget to take backups prior to any change.

Jamel Boustaoui

sorry but I'm using the cloud version

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