Service Desk - is it possible to remove ${issue.key} from Subject?

Question

We have a requirement from our client to send responses from service desk back to their system without including ${issue.key}. So email subject would remain unchanged.

Example:

* Client sends email and it creates service desk issue SD-01 with the subject TEST

* We respond back to Customer

* Client gets email from use with a subject: SD-01 TEST

What client needs is for this reply to be just TEST (no SD-01)

It looks like it is not possible to remove it from Subject - as we tried and it said it is a required field (which really makes sense - how else Jira Service Desk would track the issue).

Maybe there is another way of achieving what we need?

Thanks!

Andrew

Tim McGee_tma2ty · Answer

No, you cannot remove the ticket number from the subject line in Jira Service Management Cloud, as this is a standard and non-configurable feature. Jira automatically adds the ticket number to the subject line to help users and the system identify and track issues, especially in email communication.
Automatic identification: The ticket number is crucial for linking email replies to the correct existing ticket instead of creating a new one.
No configuration option: There is no setting in Jira's administration or project settings to disable this automatic inclusion.
Workarounds: While you cannot change the fundamental behavior, you can:
Use a dedicated support email address to keep your main inbox cleaner.

Taylor Segovia · Answer

We have the same issue. Sending replies from our Jira Service Management to a customer who is using another ticketing system will create a duplicate ticket for them.

Service_v0ibo2 · Answer

we have the same requirement. Not sure if anyone from Jira support looked into this? or a possible solution?