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

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Answer accepted

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,

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