How do I change the email subject on Service Desk notifications?

For example, currently our Service Desk sends this subject:

[RG Improve] [ Support] test [HELP-9]

RG Improve is an old name for our JIRA instance?  I think? Support is the name of the Service Desk. 
test is the subject of the Request.
HELP-9 is the JIRA number. 

How can I simplify this text?  Where is RG Improve even coming from?  I can't find that anywhere.  I think just "[HELP-9] test" would be sufficient.

3 answers

1 accepted

0 votes
Accepted answer

I ended up using a header check in Postfix to change the email subject.  I was able to remove all of the unnecessary information and just have the ticket number and the summary/subject by using a regular expression.

1 vote
Boris Berenberg Community Champion Jan 28, 2015

Check your SMTP server configuration (in JIRA), this is likely the prefix set there.

Yes! The first part was a prefix in the Outgoing Mail settings. But it requires me to enter a prefix? So I am forced to put something there? And I can't prevent the name of the Service Desk / Project from being prepended? Or move the Summary / JIRA ID around?

Boris Berenberg Community Champion Jan 28, 2015

That is correct. You can try to customize the velocity templates, but I have no idea how you would do that for JSD. The JIRA steps for it can be found at: but is not supported by us.

I was able to remove the prefix by updating the database directly. It's odd that a prefix is required.

0 votes

There is a feature request already opened for this that, according to the last comment in there, should be implemented soon (Cloud first): 

Please add yourself as a watcher to the Request, as well as vote for it to increase the visibility per the Implementation of New Features Policy.

Best Regards,

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Thursday in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

180 views 1 5
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you