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  1. Jira Service Management Data Center
  2. JSDSERVER-4945

The behavior of the reply line in the Customer notifications templates preview

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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

      If the project's email channel is not enabled, the Preview (HTML & CSS) of the customer notifications template will not show a line and the sentence "Reply above this line" below the line in the template.

      Suggested Solution

      • Mention this behavior in the documentation
      • Make the behavior consistent regardless of the condition of the email channel

        1. preview.png
          145 kB
          Michelle Chin

            [JSDSERVER-4945] The behavior of the reply line in the Customer notifications templates preview

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010393 ] New: JAC Suggestion Workflow 3 [ 3647768 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663529 ] New: JAC Suggestion Workflow [ 3010393 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324789 ] New: Confluence Workflow - Public Facing v4 [ 2663529 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Robin Reidl (Inactive) made changes -
            Labels New: email notification
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2054024 ] New: JSD Suggestion Workflow - TEMP [ 2324789 ]
            Robin Reidl (Inactive) made changes -
            Resolution New: Not a bug [ 12 ]
            Status Original: Open [ 1 ] New: Closed [ 6 ]

            Robin Reidl (Inactive) added a comment -

            In looking at the support ticket, it seems like there was a bug in 3.2 where the reply above line wasn't removed when the email channel was off.

            It makes sense that the behaviour is different depending on the email channel state because if the email is off -> then customers can't reply -> thus no need for a reply above line.

            There isn't anything to document for this, so I'm going to close the issue.

            Robin Reidl (Inactive) added a comment - In looking at the support ticket, it seems like there was a bug in 3.2 where the reply above line wasn't removed when the email channel was off. It makes sense that the behaviour is different depending on the email channel state because if the email is off -> then customers can't reply -> thus no need for a reply above line. There isn't anything to document for this, so I'm going to close the issue.
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2049342 ] New: JSD Suggestion Workflow [ 2054024 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1768979 ] New: JSD Suggestion Workflow - TEMP [ 2049342 ]
            jonah (Inactive) made changes -
            Description Original: h3. Problem Definition
            If the project's email channel is not enabled, the Preview (HTML & CSS) of the customer notifications template will not show a line and the sentence "Reply above this line" below the line in the template.

            h3. Suggested Solution
            * Mention this behavior in the documentation
            * Make the behavior consistent regardless of the condition of the email channel
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4945].
              {panel}

            h3. Problem Definition
            If the project's email channel is not enabled, the Preview (HTML & CSS) of the customer notifications template will not show a line and the sentence "Reply above this line" below the line in the template.

            h3. Suggested Solution
            * Mention this behavior in the documentation
            * Make the behavior consistent regardless of the condition of the email channel

              Unassigned Unassigned
              michin Michelle Chin
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                Created:
                Updated:
                Resolved: