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  1. Jira Service Management Data Center
  2. JSDSERVER-2307

Email notification template changes in Service Desk 3.0

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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

      Previously, in older version of Service Desk (prior to version 3.0), the email notification sent from JIRA Service Desk had a different template with more information regarding the issue status and also in html format

      Now, the email template is in plaintext format and only contains the message text sent from the Support Agent.

      Suggested Solution

      Some customers would like to have the old template available.

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          Form Name

            [JSDSERVER-2307] Email notification template changes in Service Desk 3.0

            Rose Sahagun added a comment -

            We are in need of this feature as our clients no longer receive the ticket created notification that contains their request details.

            I did see another ticket saying SD notification customization has been rolled out to JIRA Cloud and will soon be provided to JIRA Server instances.

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

            Rose Sahagun added a comment - We are in need of this feature as our clients no longer receive the ticket created notification that contains their request details. I did see another ticket saying SD notification customization has been rolled out to JIRA Cloud and will soon be provided to JIRA Server instances. See: https://jira.atlassian.com/browse/JSD-218

            Mamdouh Elbittar added a comment - - edited

            We really need this back. It is really really requested by all of our Customer.

            Mamdouh Elbittar added a comment - - edited We really need this back. It is really really requested by all of our Customer.

            Riaan Schutte added a comment -

            Thanks @Tim, That did the trick in the mean time given we dont use the customer feedback feature just yet... but its that would be a nice feature to use in the near future.
            Still think it would be great if admins could populate their own email template

            Riaan Schutte added a comment - Thanks @Tim, That did the trick in the mean time given we dont use the customer feedback feature just yet... but its that would be a nice feature to use in the near future. Still think it would be great if admins could populate their own email template

            Tim Eddelbüttel added a comment - - edited

            In the description of JSD-3590 there it is how to switch to the old notification template.

            Disable JIRA Service Desk new email notification template by enabling below dark feature from https://<instance-url>/SiteDarkFeatures!default.jspa

            sd.email.conversational.notification.disabled

            Tim Eddelbüttel added a comment - - edited In the description of JSD-3590 there it is how to switch to the old notification template. Disable JIRA Service Desk new email notification template by enabling below dark feature from https://<instance-url>/SiteDarkFeatures!default.jspa sd.email.conversational.notification.disabled

            Riaan Schutte added a comment -

            Regarding the suggested solution posted in the description...
            That is a valid suggestion but wanting to add an alternative suggestion. I agree moving forward is always good so a new template with the same information would also be appropriate.

            Riaan Schutte added a comment - Regarding the suggested solution posted in the description... That is a valid suggestion but wanting to add an alternative suggestion. I agree moving forward is always good so a new template with the same information would also be appropriate.

            Riaan Schutte added a comment -

            This being done to all JIRA customers yet JIRA Service desk emails remain the pretty email version with plenty of info in it... ??.

            Riaan Schutte added a comment - This being done to all JIRA customers yet JIRA Service desk emails remain the pretty email version with plenty of info in it... ??.

            Riaan Schutte added a comment -

            Even better... Let us configure an email template for our customers per desk!

            Riaan Schutte added a comment - Even better... Let us configure an email template for our customers per desk!

            Riaan Schutte added a comment - - edited

            Our customer noticed this too and wants it back because:

            1. It looked better (I personally prefer the HTML email template developers get over the one customers get)
            2. It contained additional information regarding the priority level, current issue status and even the issue title which is clearly important!

            Why can this not be formatted like all other emails in JIRA when another developer comments on it? just with the additional info they used to have?

            Why remove information?

            Riaan Schutte added a comment - - edited Our customer noticed this too and wants it back because: It looked better (I personally prefer the HTML email template developers get over the one customers get) It contained additional information regarding the priority level, current issue status and even the issue title which is clearly important! Why can this not be formatted like all other emails in JIRA when another developer comments on it? just with the additional info they used to have? Why remove information?

            Ralf Emanuel added a comment -

            Dear Atlassian staff,

            we also moved recently from JSD 2.3.6 to 3.1.1 and we're very surprised about the new plain email templates. This is a big step back in functionality cause the old templates were shown directly the status at the glance. Therefore we 100 percent agree with the complains here. In addition our customers complained too and wish to have the old templates back. Please review your decision.

            Best, Ralf

            Ralf Emanuel added a comment - Dear Atlassian staff, we also moved recently from JSD 2.3.6 to 3.1.1 and we're very surprised about the new plain email templates. This is a big step back in functionality cause the old templates were shown directly the status at the glance. Therefore we 100 percent agree with the complains here. In addition our customers complained too and wish to have the old templates back. Please review your decision. Best, Ralf

            Dave Wehr added a comment -

            I have had daily complaints from my customers with regards to this change.

            We have invested a lot in moving to JSD not only financially for the product itself but also in the training of our users and customers.

            "We are not going to fix it" is not an acceptable answer.

            Dave Wehr added a comment - I have had daily complaints from my customers with regards to this change. We have invested a lot in moving to JSD not only financially for the product itself but also in the training of our users and customers. "We are not going to fix it" is not an acceptable answer.

              Unassigned Unassigned
              aborzzatto Andre Borzzatto
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