Event Notification "Issue Created" doesn`t use Notification Template

We have set up an e-mail service desk using the JETI Plugin. Everything seems to work correctly except for the e-mail notification for the event "Issue Created". When an issue is created through an incoming e-mail, JETI sends an e-mail to the e-mail sendet but without the additional text, that is set up in the template section.


Any help is welcome

Best regards,


3 answers

Hi Goran,

Have you performed all steps from the list:

Customize Email Template

  1. Go to JETI Administration / Templates (JIRA_BASE_URL/secure/admin/jeti/jetiTemplates.jspa)
  2. Click Add to add a template for your outgoing emails, base your template on Default or on an existing JIRA event template (e.g. Issue Created), call the template e.g. Custom Template.
  3. Customize the template according to your needs, use the field picker to add issue fields, custom fields, comments or issue linking information, etc.
  4. Click Save at the bottom of the page to persist your template.
  5. Test your template using the Test operation.

Related documentation: Email Templates

Associate the template with your projects and/or issue types

  1. Go to JETI Administration / Contexts (JIRA_BASE_URL/secure/admin/jeti/jetiProjects.jspa)
  2. Click Add to add a new context with the following attributes:
    1. Project: select the project you want to apply notifications to. You can leave Project empty to use this context for all projects.
    2. Issue Type: select the type you want to apply notifications to. You can leave issue type empty, to use this context for all issue types.
    3. Template: select a default template for this context (e.g. the one you customized above, Custom Template). This template will be used by the Email button.
    4. Notification template: you can leave empty.
    5. External Watchers Field: select a field to add external recipients as watchers to the issue. You can leave it empty.
    6. Sender Name Pattern: enter a name that appears in the emails as the sender, you can leave it empty. You can use velocity markup to dynamically generate the sender name upon issue fields.
    7. From Email Address: enter the email address you want to use as the from address in emails. You can leave it empty (in this case the project's notification sender address will be used) . You can use velocity markup to dynamically generate the sender name upon issue fields.
  3. Repeat step 2 to add all contexts you want.

Hi Aleks,

Thank you for your suggestion. But we have already set up the templates and the context according to the documentation.

We have specified additional content of the email in the notification section, but this additional content isn't sent with the e-mail.

It works fine with every context except for "Issue created".


Hi Goran,

JETI Mail Handler can send auto-acknowledge emails directly to the sender. This is not an event notification but an email composed using the template selected in "Acknowldge Issues" or "Acknowldge Comments". If you configured the mail handler to send auto-acknowledge emails, configurations in Issue Created event notification will not be used.

On the other hand, if you configured Issue Created notifications and entered an email body, make sure that the template it uses contains the "$mailBody" variable. It is the placeholder for the additional body text.


Hi Tibor,

would it be possible to change that behavior to enable both? Especially for the Service Desk integration we have auto-acknowledge emails to the reporter and need "Issue Created" mails with different content for the support personell.


Hi René,

I phrased it wrongly, auto-acknowledge and Issue Created event notification will work parallelly at the same time.

What I wanted to express was that the configuration (recipients, content and format, etc) that you setup in Issue Created event notifictions, will not appliy for auto-acknowledge emails, 

That's all, but both will work at the same time.

One thing to note is that if Issue created recipients include the email sender, the notification may not be sent due to the profile setting "My changes: do not notify me" that the user has in her profile.


Thank you for clarification. We're already using JETI for auto-acknowledging support emails and plan for creating custom event notifications. This would have been a road block and now I'm glad I just misinterpreted. BTW: It's an awesome tool that you've created! Thank you for that!

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