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Issue creation notification email incorrect

Our Jira Service Desk (Cloud) system sends emails upon issue creation which say "Just confirming that we got your request. We're on it." despite modifying the request created content at /servicedesk/admin/SSS/customer-notifications/rule/3

Any hints on what we're doing wrong?

2 answers

1 accepted

1 vote
Answer accepted
carolyn french Community Leader May 02, 2018

Hi Adrian, and welcome to Community!

Sounds like you're doing everything correct, however, it might help to see a screenshot of your new request created content screen (since the URL is specific to your instance).

Also, did you change the email in each of the service desk projects?


Thanks Carolyn, I haven't changed the email on all projects, just the one which has a "customer notifications" section in project settings.




Ah. I found another Service Desk project with the default "Just confirming that we got your request. We're on it." and modified its text.

The resulting email notification, however, was "Just confirming that we got your request. We're on it."

Only "Service Desk" Projects have Customer Notifications in Settings, correct? Or have I found myself a permissions issue. As a jira-administrator I'd think I'd have access?

carolyn french Community Leader May 02, 2018

Ok- thanks for the screenshot. Customer notifications is per service desk project. Is the issue being created in the Service Desk "SSS" project?

carolyn french Community Leader May 02, 2018

You are correct that the Service Desk projects have Customer Notifications in settings. The other Jira project types will have email notifications (but you will not see them the same way).

more specifically: yes, in the SSS project, created via email, but the same behaviour exists when created via portal or within JIRA Service Desk.

carolyn french Community Leader May 02, 2018

I can't see anything obviously wrong from your screen and responses. I'm wondering about your Language Support, which is notifying you to update your translations (which could include English US or English UK for example?). Any chance that could be throwing your notifications off?

Certainly a chance, thanks for the tip. Seeking documentation and investigating...

That fixed it, just selecting English (US) as the default language - seems one hadn't been set.

You're an angel @carolyn french

carolyn french Community Leader May 03, 2018

That's wonderful news! Happy to help get a resolution to your issue :)

Hi @carolyn french ,

In one of our projects, this initial notification was worked fine and customer received this mail, whenever a request is submitted through the portal. But all of a sudden from last two days customers not receiving this message. Could please let me know whats missing in my project settings. Also we noticed the following in Email requests section.

email request1.PNG

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