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How to customize the Email Template

I want to customize my Email template such as I only want to share Summary , Description and comments with my customer. I don't want all other issue fields in the email, In fact my customer is not aware of all those fields and he have to search in between the lines.

My Recipient is already my customer but he is not involved on that ticket, But when I share the email to Customer then he must be added as a request participant.

And his replies should be added as comments on the ticket.

Could you please help me on this configurations... I am new to this addon.
Thanks in Advance.

1 comment

Manuel Bastardo Castellano
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Dec 03, 2019

Hi @Madhu Reddy whats the app are you using? Jira or Jira Servidesk?

Hi @Manuel Bastardo Castellano   I am using Jira Service Desk.


I have created a new template and attached, that's fine.

I have seen that we can configure Recipients to Approvals field in mail handlers, But I am using JSD email requests and I cannot use JETI Mail Handler.

Hot to configure Recipients to Request Participants Without JETI mail handler


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