Jira Service Desk Notification Templates not working.

[Paco Monfort]

I modified the create issue template on JSD Customer Notifications, and JSD continue sending the same email as before.

¿Anybody with this situation?

Thanks.

[Angélica Luz]

Hi Paco,

Thank you for reaching out to Atlassian Community!
When the notification does not change the text, it is usually due to the default language.
I'll give you an explanation for you to check if perhaps is this issue that you are facing.

If you add Spanish, for example, and set this as the default language of the project, you will have to confirm the translation from English to Spanish, so it will reflect on the notification.
Here is an example, I added one more line on the notification and then change the default language to Portuguese. We can see that only the first line of the notification was translated, so it's necessary to translate to Portuguese and confirm the translation.

So, if that's the case, please go to the Project Settings > Language Support > Select the language and if there is an issue with the translation, it will show a yellow dot.

If that's not the case, please let us know if this issue is happening with all notifications and if it does not show any personal information, please share a screenshot with us from what is configured on the instance and from what does customer receives.

Regards,
Angélica

[Paco Monfort]

that's not the case.

i tested only create notification.

I share 2 screenshots of our actual configuration and one of the mail notification received.

[Angélica Luz]

Hi Paco,

Thank you for the screenshots and details.
This issue is related to the "User default settings".
To fix this, please follow the steps below:

Go to Jira settings > System > Default user preferences.
On the top right, click on "Edit default values".
On email format, change it to HTML > Update.
To confirm this change, click on Apply > Update.

After that, all emails will show as the template on Jira.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Paco Monfort]

Thank you very much, that's the solution.

[Angélica Luz]

That's awesome Paco 😃
I'm glad that I could help!
If you have any other question, please count on us.

Regards,
Angélica