modify notification email

Hi, I would like to modify the text in the notification email when a comment is made. Specifically the text that says "You can view the full request" and links them back to the job in servicedesk.

I am following the instructions here am having trouble finding which template to use. I'm pretty crap at html btw.

Hope someone can point me in the right direction?!


5 answers

4 votes

The .vm files you are looking at are Velocity templates for JIRA. Service Desk uses Soy for it's html templating, including notification templates, they are separate from JIRA. Currently there is no supported method for changing the notifications Service Desk generates.

There is a feature request open for this:

So Atlassian have built a Service Desk without the possibility to change the outgoing information/templates?

Most of the Service Desk is not working correctly. For example, notifications don't actually follow the notification scheme, but follows their own (which you can't edit).

0 votes

Notifications are being sent based on an event being triggered in JIRA. In your example, this would be the "Issue Commented" event. From the documentation:

  • Under this directory there are three directories: html, text and subject. The html subdirectory contains the templates used to create emails in html, while the text directory the plain text mail outs. The subject directory contains the templates used to generate the subject of the emails. The templates are named after the event that will trigger the email.

Look up the event you want to adjust the templete for by following the paths as provided in the documentation. Make your changes in the template, and restart JIRA. Whenever that particular event is being fired, the (customized) template will get used.

Hi, this looks like the most obvious one? WEB-INF/classes/templates/email/html/issuecommented.vm which seems to contain refrences to several other templates. I have gone through that and anything that could be relevant, searching for the text "You can" in the hope that I will find where this is nested. So far no luck. Don't suppose you could be more specific? Thanks heaps for the reply!

Hi Sam, did you get any further with this? Cheers, Kirstin

I need to make a similar change - changing "You can view the full request" to "Add your response" in the comment added notifiication from Service Desk. How do I do that? How can I do that?

Hi, sorry for not replying earlier. As described above I went through these directories, searching all the templates in vain for the text I was after. I have given up for the time being as my users seem to have gotten used to it and I have bigger things to worry about.... Another thing I should note, is that, even if we managed to succeed with a workaround, my understanding is that that a service desk update would overwrite any manual changes and we would have to apply again. There is a case open with atlassian here regarding this: Following that is probably your best bet. Hopefully it isnt one of those things that will take them years to fix... Cheers Sam

Ah ok, thanks very much.

I managed to remove the text box "Your request status changed to ASSIGNED" by editing the *.vm mention-actions.vm

I still have not removed the "view the full request" link yet. has anyone found this yet? 

Sorry I'm late to the party but I found out how to change the text from "add comment" to whatever you want it to say. Go to C:\Program Files\Atlassian\JIRA\atlassian-jira\WEB-INF\classes\templates\email\html\includes\patterns on the server and open comment-action.vm 
If this file you will find two places that read:

<a href="${baseurl}/browse/${issue.getKey()}#add-comment" target="_blank" title="$commentActionText">



<a href="${baseurl}/browse/${issue.getKey()}#add-comment" target="_blank" title="$commentActionText">$commentActionText</a>


change "$commentActionText" to whatever you want it to read so in my case I added:

<a href="${baseurl}/browse/${issue.getKey()}#add-comment" target="_blank" title="Click here to open ticket">



<a href="${baseurl}/browse/${issue.getKey()}#add-comment" target="_blank" title="$commentActionText">Click here to open ticket</a>


Hope this helps! 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Wednesday in Jira

Make your Atlassian Cloud products more secure: our NEW admin security guide

Hey admins! I’m Dave, Principal Product Manager here at Atlassian working on our cloud platform and security products. Cloud security is a moving target. As you adopt more products, employees consta...

253 views 0 6
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you