Custom Notifications not working for emailed requests

Ira_Bragg

Hi,

 

If a customer creates a request from our Jira Service Desk Portal, they get a customized email notification.  However, if they email a request via our service desk email address, which is handled by Jira Service Desk Mail Handler, they get the default "we're on it" notification.

 

Am I missing a setting somewhere to get the email requests to use the customized notification?  

Carlos Garcia Navarro

Hi Ira,

You can configure email notifications from Jira Settings-> Issues -> Notifications.  This page includes details of how to customize emails:

https://confluence.atlassian.com/adminjiraserver073/customizing-email-content-861253783.html?_ga=2.217699798.1537793051.1546819814-1763566203.1523917618

The email configurations from Jira Service Desk can be accessed from Project (Service Desk) settings-> Customer Notifications, and from here you can edit the templates directly.

Hope it helps,

Carlos