How to change service desk notifications?


we use JIRA for about three years and now we also want to use the service desk.

Yesterday I modified the workflow and added the "waiting for customer" and the "waiting for support" status. After some problems this works good.

One of the last open things on my todo-list is to modify the mails sended along the workflow.

For example when a customer creates a new ticket via the service desk he currently gets the following email:

[JIRA] Request #PROMO-2628 confirmed: Stimmt jetzt der Workflow?

Hi iPark-Media,

We have received your request and will get back to you soon.

– iPM_Promotion Support-System

But how can I change the subject an the content of this email? I looked through all the admin-settings - I found the notification schemes but in this I can't change the content/template of the mail.

We are from germany, so we would change the subject etc. to german.

Thanks for some help!

Best regards,


2 answers

1 accepted

2 votes
Accepted answer
Steven Behnke Community Champion Oct 09, 2015

Someone just asked this question on Hopefully you see a response soon.

I came here to say almost the same thing. I hope you don't mind me converting your comment to an Answer - I really wanted to vote for it, and it does cover almost everything. The bit I wanted to add is that you can customise the Service Desk emails. But you have to unpack the addon, find, understand and hack the email template files, and then re-pack the add-on. It's slow, hard, painful, needs to be redone on every update and renders you unsupported. So the advice comes to "Don't try it, wait for JSD-218 to be picked up"

Thanks for your answers. I hope that this issue gets a response soon. Seems that my people are interested in it. I have another short question: Is it possible to send an email to the customer if the issue status is changed to "in progress" to inform him that the service team starts work on his issue?

Hi Timo,


You can customize subject of SD notification (and body too!) using our add-on:




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