Customizing email templates for Service Desk

[Damon Morda]

We are using Service Desk to replace our current IT Help Desk. Two of the issues we are running into relate to customizing email templates.

Issue #1 - 'Reply above this line' for comments

We would like users to be able to respond to email in order to add comments to issues. Since we cannot predict our user's mail client or if they will respond above or below the quoted text, we wanted to add a "===REPLY ABOVE THIS LINE===" so we could use that as our regex for the mail handler as specified in Creating Issues and Comments from Email.

What's the best approach to customizing email templates for Service Desk? Other ideas on how to accomplish this?

Issue #2 - Email survey link on closure

We would like to send a custom email to the reporter after an issue is marked as 'Closed'. The email will contain text and a link to a customer satisfaction survey.

Any suggestions on the best way to accomplish this with Service Desk / JIRA (e.g., customize notification template, jelly script, other)?

Thanks in advance for any suggestions.

[Damon Morda · Accepted solution]

Hi Andrew,

Thanks for the suggestion. As it turns out, we have looked at the JEMH plugin and it looks fabulous. It's a bit out of our price range right now, so I was wondering if there were any alternative approaches.

[Andy Brook [Plugin People]]

Hey, you know, JEMH will be coming to OnDemand soon, if thats viable for you. failing that there is the Email Template Editor for JIRA download. Its a customizing tool but wont I think help with upgrades (you'll have to redo them).

[Andrew Wolpers [BlackPearl PDM]]

Hey Damon, have you looked into the Enterprise Mail Handler for JIRA? This has helped in the past with email formatting and customization based on certain steps, especially when paired with conditions created by the JIRA Admin Toolbox.