I have a problem using Service Desk.
I want to customize the mail that Service Desk sends to the customer when send us a mail with a new issue.
JIRA sends two emails:
The first is ok and if i modify the right .vm file i can see the changes, but not in the mail to the customer.
I'll try to modify all the .vm files that i think are related but it doesn't works.
This is an example of the email to the customer (in this one i'll try to change the footer, the part that says:"este mensaje es generado...").
Captura de pantalla 2014-11-13 a las 21.27.49.png
And this is an example of the email to me (in this one i change the footer).
Captura de pantalla 2014-11-13 a las 21.28.15.png
That being said, it would be possible to entirely deactivate the service desk e-mails and use the standard ones instead. If you're comfortable with the templates it SHOULD be possible to put some if closures in there that will change the contents of the e-mail based on the recipient. That or you could use a mail handler plugin (like JEMH) that will give you a lot more flexibility.
There are some very fundamental docs on doing changes in the templates by atlassian here: https://confluence.atlassian.com/display/JIRA/Customizing+Email+Content. There is otherwise not much documentation on the subject as this kind of modification isn't supported by Atlassian.
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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