Email received doesn't match email template in Project Settings

[Christodoulos Mouskos]

Server JIRA Service Desk 4.4.23

Under Project Settings > Customer notifications > Edit templates

We updated several times the template,

e.g removed the "View request:" and "Turn off this request's notifications"
however in the email we kept receiving the default with the above included.

Also the attribution had a very long URL which is not visible in the template text area and the preview.

It turns out that the content in the HTML tab is NOT taken into account, although that is saved.

We had to switch to Text tab in order to view the correct template content, and get it to work.

[Andy Heinzer · Accepted solution]

Hi Christodoulos,

I understand that you recently made some changes to the customer notification template in a Jira Service Desk project, however you found that the notifications that customer received did not reflect those changes in the HTML tab.  Instead you had to also edit the Text tab for them to see the changes made there.

I suspect that this is likely due to a configuration made by a Jira administrator that likely set the default in your environment for user accounts to use TEXT formatting instead of the default of HTML for notifications. 

If you are a Jira admin, you can see this setting by going to the Cog icon -> System -> User Interface -> Default user preferences.  I am betting that your "Default outgoing mail format" is set to text here.  If so, then all newly created users that have not selected an email preference will get their Jira notifications in text format here.   Only if users have edited their own profile to select HTML will they get their notifications in that format.  You can read more about how this works in Configuring the user default settings .

Alternatively, you could switch the default back to HTML which should correct the problem you have noticed, but would switch this setting back for all Jira users that have not selected a different setting here yet.

I hope this helps to explain the behavior here.

Regards,

Andy

[Christodoulos Mouskos]

Hi Andy,

Thank you for the reply.

Yes, the "Default outgoing email format" is set to text. However I can't recall changing this option - I guess this was my default...  Switching to HTML works.

Shouldn't be more obvious which Style should be used? The relation between global email format and template is not clear. The caption has:

"The following HTML and CSS are applied to all customer notifications sent by this service desk project. A plain text alternative is sent to people who don't receive HTML email."