modify notification email

Sam Speight August 18, 2014

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 https://confluence.atlassian.com/display/JIRA/Customizing+Email+Contentbut am having trouble finding which template to use. I'm pretty crap at html btw.

Hope someone can point me in the right direction?!

Cheers
Sam

6 answers

4 votes
Anund
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 19, 2014

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: https://jira.atlassian.com/browse/JSD-218

Andreas Ek September 16, 2014

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

Jacob Jaskolka January 6, 2015

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
asolou March 3, 2020

So has this been any easier in 2020 ? 
Any other solution ?  

Kevin Ultsh March 4, 2020

Not that I know of, unfortunately. 

Like asolou likes this
0 votes
Kevin Ultsh December 15, 2017

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">

 

and  

<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">

 

and 

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

 

Hope this helps! 

0 votes
Georgios Christopikos October 7, 2015

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? 

0 votes
Sam Speight August 19, 2014

Ah ok, thanks very much.

0 votes
MJ
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 18, 2014

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.

Sam Speight August 19, 2014

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!

Kirstin Seidel-Gebert
Rising Star
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April 12, 2015

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

John Callanan May 6, 2015

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?

PlatformT May 6, 2015

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: https://jira.atlassian.com/browse/JSD-218 Following that is probably your best bet. Hopefully it isnt one of those things that will take them years to fix... Cheers Sam

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