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Issue creation notification email incorrect

Adrian Wedd_7i2osm

Our Jira Service Desk (Cloud) system sends emails upon issue creation which say "Just confirming that we got your request. We're on it." despite modifying the request created content at /servicedesk/admin/SSS/customer-notifications/rule/3

Any hints on what we're doing wrong?

Accepted answers

carolyn french

Hi Adrian, and welcome to Community!

Sounds like you're doing everything correct, however, it might help to see a screenshot of your new request created content screen (since the URL is specific to your instance).

Also, did you change the email in each of the service desk projects?

Carolyn

All comments

carolyn french

Hi Adrian, and welcome to Community!

Sounds like you're doing everything correct, however, it might help to see a screenshot of your new request created content screen (since the URL is specific to your instance).

Also, did you change the email in each of the service desk projects?

Carolyn

Adrian Wedd

Thanks Carolyn, I haven't changed the email on all projects, just the one which has a "customer notifications" section in project settings.

Adrian Wedd

Ah. I found another Service Desk project with the default "Just confirming that we got your request. We're on it." and modified its text.

The resulting email notification, however, was "Just confirming that we got your request. We're on it."

Only "Service Desk" Projects have Customer Notifications in Settings, correct? Or have I found myself a permissions issue. As a jira-administrator I'd think I'd have access?

carolyn french

Ok- thanks for the screenshot. Customer notifications is per service desk project. Is the issue being created in the Service Desk "SSS" project?

Madineni

Hi @carolyn french ,

In one of our projects, this initial notification was worked fine and customer received this mail, whenever a request is submitted through the portal. But all of a sudden from last two days customers not receiving this message. Could please let me know whats missing in my project settings. Also we noticed the following in Email requests section.

email request1.PNG

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