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Modifiying workflow status notifications


I successfully modified the templates for my regulars notifications, however I'm couldn't find where to change the default text that is appended to each to the notifications sent to a customer when a custom workflow status has changed.

Ex: We have a "Aknowledged" workflow status and when we change the status to it, an customer notification is sent with a default text; I would like to change it.

Thank you very much!




2 answers

Hello @Annie 

You should be able to use Service Desk automation rule.

Custome rule:

WHEN issue is transitioned

IF issue matches Status = Required workflow status

THEN Send an email to Customer's involved with the required text.

Amazing! That should work. Testing this now, but confident ;)

Thank you for this very fast response!



Ok, results are back!

There is still a default text that I want to remove, you can see it here highlighted in blue - I search everywhere but cannot find where this default text is.

The following text is correct, it is the text I added in the trigger.





looks like you created a new ticket and right away you moved the issue to acknowledged so Jira merged both notifications into one email. Give it some time to receive the ticket created notification and then move it to acknowledge and show me the results if that didn't work

Ok! Sounds good,

Is there a way to disable this merge? How long should I wait in general? because it will often be changed right away.

Emails are sent within a minute or two. You can't disable the merge of the emails. If it's going to happen almost right away, I would consider making the text considering the fact that most likely both emails will arrive together, something like

"Quick update your issue has been acknowledged by and we should be working on it very soon"

Like Annie likes this

You need to use the automation module from JSD to create rules when you move your ticket to certain status trigger a different email notification to them

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