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Customer Notification Template text is altering by itself Edited

We have 10 new Service Desk projects in Jira Service Desk Server v4.5.5

Of these projects, 6 of them are having some very strange behavior in the customer notification rules text/templates.  The text is changing/altering by itself.  

Example:  Request created rule has the text for Approval required.  Public comment added has text for Participant added.  We have changed them to the correct text several times, and less than 2 hours later, they all have changed again by themselves!

PS. The projects were imported using Project Configurator.

2 answers

What comes to mind are the translation/language settings. Maybe check if somebody is working on them.

The other thing could be the browser and cache issues but this is just a wild guess. If you are using Google Chrome some text could be displayed differently than it actually is. I had problems with it in 2-3 other webtools not related to Jira. Try editing the text with a different browser. Even if it doesnt work, it doesnt hurt either.

0 votes
Dave Liao Community Leader Aug 18, 2020

@Danielle Mayrberger - odd! Is this still happening?

  • If so, can you reproduce this issue across all 10 projects?
  • Try making a new Service Desk project. Does the issue occur in that project too?
  • To be clear, are the "customer notifications" settings reverting to system defaults? e.g. for approvals, "This request created by ${} is awaiting approval."?

Meeting with Atlassian support today.  Yes, they are setting to system defaults but the wrong rule! 

Like Dave Liao likes this
Dave Liao Community Leader Sep 02, 2020

@Danielle Mayrberger - any luck with your mysterious resetting templates? 

It's an issue with the Lingo table- the Atlassian Engineers are reviewing and hopefully come up with a fix soon.  I hope very soon because it's frustrating our customers!  Thanks for checking in.

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