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Why is there a weird email footer when a public comment is added?

When a public comment is added to a ticket, the reporter and the participants of the ticket get notified via an email. We got a complaint from our customers that they get email notifications for their own comment and they see a weird footer in the email which shows as if they are part of "our organization". 

For example, when a customer (maybe the reporter of the ticket) responds to a ticket, Jira sends him/her an email with their own comment but with a footer at the end that shows as if the customer is a part of our organization.

We are not sure if there is a setting that could be configured to avoid this or it is a bug.  It would be very helpful if we could some guidance on this.

3 answers

0 votes

Hello @aravind ,

Could you please send a screenshot of what exactly it is showing?

Also please check notifications in Project Settings -> Customer notifications and edit Public comment added. Maybe there is something weird configured in email content.

Regards,

Adam

Hi Adam,

Thanks for the quick response. The footer that our customers get looks something like this:

wrong_footer.png

Hello @aravind ,

Okay, I suppose that is not related to customer notifications setting then.

Could you please check the queries from Jack below? Maybe that is the case.

Adam

0 votes
Jack Community Leader Mar 03, 2021

Hi @aravind , is this Jira or Jira Service Management? To be clear here, it seems that you are saying the footer is being applied to Customer responses not associated with comments that your Jira users/agents are making, correct? Is it possible that you are using an email app addon like JETI or JEMH? Please check under the Apps menu item.

Hi @Jack and @Adam Rypel _MoroSystems_ ,

The issue was resolved by editing the content we had set for the "Public Comment Added" event.  Looks like we had hard coded the company details there and that's why the participants of the tickets got the footer as if they are part of our organisation.

I am new to Jira, so apologies if the question was a bit naive. Thanks for the quick responses and support.

No problem, thank you for sharing.

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