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

For example, currently our Service Desk sends this subject:

[RG Improve] [RescueGroups.org Support] test [HELP-9]

RG Improve is an old name for our JIRA instance?  I think?
RescueGroups.org 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

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: https://confluence.atlassian.com/display/JIRA/Customizing+Email+Content 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. https://confluence.atlassian.com/display/JIRAKB/How+to+remove+the+email+prefix+in+JIRA+SMTP+server+configuration

0 vote

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

https://jira.atlassian.com/browse/JSD-218 

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,
Dario

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

788 views 5 7
Read article

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