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
Have you performed all steps from the list:
Related documentation: Email Templates
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".
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.
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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