Re-Order updates in Emails to Customers via Contact Center

[Rick Sandeen]

Re-Order updates in Emails to Customers via Contact Center

Currently any case updates will post to the bottom of the email chain - I'd like the most recent update to be at the top of the email chain - essentially change the sort order of the outbound email from asc to desc.

I thought to look in the email format for the project: Customer Notification/Public Comment Added - but I don't see any sort order configuration present.

I would also like to remove the links View Request and Turn Off Notifications - but I don't see that available either...

Example:

latest update

next oldest

third oldest

etc, etc, etc,

Original inbound email content at the bottom.

[Angélica Luz · Accepted solution]

Hi Rick,

Welcome to Atlassian Community!
Currently, when using the new issue view or using next-gen projects, it's not possible to sort comments.
It was only possible on Classic projects with the old view:

We have a feature request suggesting to add this ability on the new view:
- https://jira.atlassian.com/browse/JRACLOUD-70144
Please, click on vote and watch to receive updates about the feature.

Related to the notifications, you can remove those links by editing the template.
Please, go to the Project settings > Customer notifications > Edit templates.

Then remove the text indicated on the screenshot below and save.

Regards,
Angélica

[Rick Sandeen]

Thanks so much Angélica!

I was looking all over for that template modification!

I did vote on JRACLOUD-70144 to adjust the sort order within the new view.

Thanks again I appreciate the assistance!