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Service Desk - is it possible to remove ${issue.key} from Subject?

We have a requirement from our client to send responses from service desk back to their system without including ${issue.key}. So email subject would remain unchanged.


* Client sends email and it creates service desk issue SD-01 with the subject TEST

* We respond back to Customer

* Client gets email from use with a subject: SD-01 TEST

What client needs is for this reply to be just TEST (no SD-01)


It looks like it is not possible to remove it from Subject - as we tried and it said it is a required field (which really makes sense - how else Jira Service Desk would track the issue).

Maybe there is another way of achieving what we need?




2 answers

0 votes

Hello! You could accomplish this by heading into your service desk configurations. Once there, select "Project Settings">"Customer Notifications"->"Edit Templates". There you can remove the "${issue Key} and this will remove it from your email subject. 



Thanks Kian. That is actually the required filed - we tried that before and it did not allows us to save. 


I have exactly the same need.

Did you find a solution to remove ${issue.key}. from the subject of the JIRA notification ?

Thanks a lot for your help.



we have the same requirement. Not sure if anyone from Jira support looked into this? or a possible solution?

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