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JS vs JSM - Velocity Email Templates

Hi all,

I'm trying to determine which vm files I need to change when editing the Jira email templates, specifically those relating to email sent to a customer from JSM requests.

I've updated the templates and all the emails I receive from Jira Software are arriving in the correct HTML I want them in (for context, I've removed certain things like summary or any of the change details made).

However, the emails generated through Service Management seem to behave differently and use a different template. I am having some trouble determining which template I need to edit, to specifically target the emails sent to a customer by JSM.

Is anyone able to delineate which files are used by which product? I've searched the documentation and google however haven't gotten much as it's described as not supported and dependent on the individuals setup.

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For anyone needing this later. And I'm not sure why this is not standard across both products.

If you want to update the email templates for JSM, they're available per service project in the Customer Notifications section of the Project Settings.

Why this is not standardized across both platforms is beyond me.

If it's possible to do this using a GUI in JSM, then why am I forced to update Velocity templates for JS in a completely different manner.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 07, 2023

It's not standard because the applications are two totally different products. 

Under the hood, you would find that JS and JSM are written in different languages, let alone structures.

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