Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customer Notification - Subject of Email

Is there a way to put in the Request Type into the Subject of the customer notification email?

I only get the option of 3 things, being Issue Summary, Issue Key and Portal Name. 

I would like to display the Request type in the email subject.

1 answer

No, this isn't possible. See:

There are many ways people have worked around this, but it's not really that useful to have the request type in the subject. It's best to use Summary as the first question on the form. Here's why:

  1. People take things more seriously if they have what they wrote put back to them, ie. customers are more likely to take note of emails if they see what they wrote given back as the subject. It's much easier to ignore a generic subject title, especially with how many emails we get these days
  2. Making users type the summary triggers the knowledge base lookup. They can either get their answer then, and not raise the request, or be informed on the process going ahead
  3. The Summary is one of the few fields that can be changed by agents and be visible to customers. Consider using it to educate the customer on how they could rephrase the request to get help quicker next time. (Yes, this is rather passive aggressive)

So I suggest working with it as it is, and try not to work around this with automations or plugins. Hope this helps!

I'm sorry this doesn't answer my question.  My question is regarding the email notification subject line.


Not the summary line on the form

I'm sorry but the answer is in the first sentence. You cannot put the request type in the email subject notification line. Further detail is in that linked suggestion.

I hoped to go on further to explain why having the issue summary in the email notification subject line isn't a bad thing, but that's okay.

All good, thanks

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

753 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you