Disable Customer Notification Message (View Request) Edited

I'm looking to open up a help desk, and whenever I respond to the customer they get an email with the following comments:

 

Everything about this is great! Except for the fact there is a link for them to "View Request". I think this can become problematic as when you click on the link it asks you to login and I don't want to confuse people who haven't created an account.

Ideally for this project in particular I could disable the following:

1) The automated email you receive the first time you create a task (as a customer) saying to create an accuont

 

2) the highlighted section below so then no one can get confused about what login they should use. 

 

Ideally all interactions should be done via email and the customer can't look at Jira for an update but simply look at the email thread, simmilar to Zen Desk.

 


JIRA.JPG

1 answer

Hi Patrick,

For number (2), In the latest version of JIRA Service Desk, you can navigate (as a Project Admin) to the Project Settings page.  From there, select 'Customer Notifications' from the menu.  On this page, you can edit the template that is used for the email notification.  So, in your case you could remove these 2 lines:

<a class="jsd-issue-link" href="${request.url}">View request</a>
<span class="jsd-link-separator">&middot;</span>

and save your change.  That would remove the VIEW REQUEST link and also the dot to the right of it.

For number (1), that's more complex.  Do you have self-signup enabled? or do you create each Customer account manually?

 

 

For number (1) there is an open feature request on this (https://jira.atlassian.com/browse/JSDSERVER-1708)

 

Much appreciated thanks for all your help!

 

 

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