Email subject lines with Service Desk


Just a quick and hopefully easy question.

We have the following on demand setup:

  • JIRA Agile - We use this for software projects, there is a project called development in JIRA
  • Service Desk - We use this for customer support, there is a project called Service Desk

For service desk we use a custom email address, this is working fine. 

However when an email is sent out we get the following subject lines:

  • JIRA Agile looks like: [JIRA] (PN-349) Problem with Payment screen
  • Service Desk looks like: [JIRA] [Support Desk] Can you help with something [DESK-14]

There is a lot of bracketed content in the email subject line for Service Desk, its confusing for our customers. I'd like to simply remove all of the bracketed content, or at very worse remove the [JIRA] reference.

The two projects use different notification schemes, not that thats particularly important.

Any ideas? Thank in advance!


2 answers

Ben, I believe the first bracketed string is from the Prefix in your SMTP Server Configuration:

Thanks Richard, however does this work with On Demand rather than hosted?

1 vote

Hi Ben,

Unfortunately this won't be possible in Cloud as it would require editing the templates on the file system, which is not accessible as it is a restricted function.  There is a feature request at that I would suggest you add yourself as a watcher to get notified of any updates, and vote/provide feedback on.



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