Customer notification email incorrect

[Chiraag Patel]

Hello,

Under Customer Notifications > Public Comment Added, I have configured it to send this:

—-—-—-—

Reply above this line. You can reply directly to this email to add any further comments or attachments.

Hello Brett Kennedy,

Grizz Frix commented:

The droid works great on flat, uniform surfaces. The problem happens more often in the field. Can we modify the body design?

Thanks,
Grizz Frix

View request · Turn off this request's notifications

This is shared with Alpha, Brett Kennedy, Rey Jakku, and Finn 2187.

But when the technician adds a comment to a ticket, this is received:

Charlie Smith commented on SFIT-121  

Re: Help ME!!!!

sir yes sir! reporting for duty sir!  

Add Comment  

This message was sent by Atlassian JIRA (v7.4.2#74004-sha1:586975d)

This is how the template looks:

<div class="jsd-reply-marker-hint">
    <font size="-5">Reply above this line. You can reply directly to this email to add any further comments or attachments.</font>
</div>

<div class="jsd-message-content">
    ${message.content}
</div>

<p>
    <a class="jsd-issue-link" href="${request.url}">View request</a>
    <span class="jsd-link-separator">&middot;</span>
    <a class="jsd-unsubscribe-link" href="${request.disable.notifications.url}">Turn off this request's notifications</a>
</p>

<p class="jsd-request-sharedwith">
    <font size="-5">This is shared with ${request.sharedwith}.</font>
</p>

<p>
    <img src="http://www.triageconsulting.com/wp-content/uploads/2016/05/TriageLogo.png"  width="77" height="32">
</p>

[Chiraag Patel · Accepted solution]

The issue was that when I created the first ticket manually, it was not attached to a request type, thus did not send the Customer Notifications the way it was meant to.