How to change service desk notifications?

[Timo Hähne]

Hello,

we use JIRA for about three years and now we also want to use the service desk.

Yesterday I modified the workflow and added the "waiting for customer" and the "waiting for support" status. After some problems this works good.

One of the last open things on my todo-list is to modify the mails sended along the workflow.

For example when a customer creates a new ticket via the service desk he currently gets the following email:

[JIRA] Request #PROMO-2628 confirmed: Stimmt jetzt der Workflow?

Hi iPark-Media,

We have received your request and will get back to you soon.

– iPM_Promotion Support-System

But how can I change the subject an the content of this email? I looked through all the admin-settings - I found the notification schemes but in this I can't change the content/template of the mail.

We are from germany, so we would change the subject etc. to german.

Thanks for some help!

Best regards,

Timo

[Steven F Behnke · Accepted solution]

Someone just asked this question on https://jira.atlassian.com/browse/JSD-218. Hopefully you see a response soon.

[Nic Brough -Adaptavist-]

I came here to say almost the same thing. I hope you don't mind me converting your comment to an Answer - I really wanted to vote for it, and it does cover almost everything. The bit I wanted to add is that you can customise the Service Desk emails. But you have to unpack the addon, find, understand and hack the email template files, and then re-pack the add-on. It's slow, hard, painful, needs to be redone on every update and renders you unsupported. So the advice comes to "Don't try it, wait for JSD-218 to be picked up"

[Timo Hähne]

Thanks for your answers. I hope that this issue gets a response soon. Seems that my people are interested in it. I have another short question: Is it possible to send an email to the customer if the issue status is changed to "in progress" to inform him that the service team starts work on his issue?

[Vladimir Horev _Raley_]

Hi Timo,

You can customize subject of SD notification (and body too!) using our add-on:

https://marketplace.atlassian.com/plugins/net.vacom.jirassimo/cloud/overview

Cheers,

Vladimir