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  1. Jira Service Management Data Center
  2. JSDSERVER-2263

Provide Summary and Description Information in Service Desk Confirmation Emails Sent to Customers

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      As of the Service Desk 2.6.0-OD-10 release, the Confirmation Email sent to customers does not include information about the issue they've created; ie does not include Summary or Description.

      The Customer receives a generic message indicating that a Request has been created and the Service Desk Ticket ID.

      Suggested Solution

      Provide Service Desk Admins the ability to modify the Email used by Service Desk or Include information (Summary and/or Description) about the initial request on the Confirmation Email sent out to Customers.

      Workaround

      none

        1. ConfirmationEmail.png
          ConfirmationEmail.png
          70 kB

          Form Name

            [JSDSERVER-2263] Provide Summary and Description Information in Service Desk Confirmation Emails Sent to Customers

            V (Inactive) added a comment -

            Hi all,

            Great news - customization of service desk notifications is now available on Cloud! You will now be able to add the summary and description to notifications sent to customers.

            To find out more about this feature, check out our documentation here: https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html. This feature will be available for Server in an upcoming major server release.

            Enjoy customizing your project's email notifications! 

            — JIRA Service Desk Team 

            V (Inactive) added a comment - Hi all, Great news - customization of service desk notifications is now available on Cloud! You will now be able to add the summary and description to notifications sent to customers. To find out more about this feature, check out our documentation here:  https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html . This feature will be available for Server in an upcoming major server release. Enjoy customizing your project's email notifications!  — JIRA Service Desk Team 

            Matthew McMahon (Inactive) added a comment -

            Hi Bill

            The summary is included in the subject of the email:
            Request [Ticket-key] confirmed: [Summary]

            And in the footer of the email:
            See request details and update for [Ticket-key]: [Summary]

            Can you please elaborate more on what you would expect to also be in the emails?

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi Bill The summary is included in the subject of the email: Request [Ticket-key] confirmed: [Summary] And in the footer of the email: See request details and update for [Ticket-key] : [Summary] Can you please elaborate more on what you would expect to also be in the emails? Regards Matt JIRA Service Desk developer

            BP added a comment -

            Please link this to JSD-1620. Need to be able to completely suppress the email.

            BP added a comment - Please link this to JSD-1620 . Need to be able to completely suppress the email.

              Unassigned Unassigned
              scranford Shawn C
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                Created:
                Updated:
                Resolved: