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

Richard Saffell January 28, 2015

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

0 votes
Answer accepted
Richard Saffell January 31, 2015

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
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
January 28, 2015

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

Richard Saffell January 28, 2015

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
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
January 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.

Richard Saffell January 28, 2015

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 votes
Dario B
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 25, 2016

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
TAGS
AUG Leaders

Atlassian Community Events