Change portalURL or baseURL in notification mails

[AUVESY IT]

Hello together,

until now we always found a solution for our Jira problems in this great community but for this topic we didn't found anything, so we strongly hope that you may give us the information we are searching for for days now.
Our system is as follows:
We have one linux server (with Jira Software and Jira Service Desk installed) that is in our internal company network. We installed both applications on the same server because of the automatism between Jira Software issues and linked Jira Service Desk issues and vice versa.
To get the customer portal of Jira Service Desk available for our customers and not to make our complete Jira server accessible from the internet, we use a reverse proxy that is redirecting or blocking the appropriate access attempts.
Our customer portal is only accessible from the internet via support.domain.com.
From inside our company the Jira server is accessible by its base URL https://rproxy/jira

The problem with this configuration set is that in important notification mails for the customer (e.g. the "Activate your account" and "Reset your password" mails) the hyperlink, that is e.g. behind the "Activate my account" button, seems to be created beginning with the base URL. And this generated link is therefore not accessible for our customers.

We did some (much) research and even extracted the .jar files of the service desk application and searched in there to find the place where these links are created. If we think and understand it correct, we would need to find the place to define the portalURL?
So does anyone know where this can be defined?
Or is there another possibility to hardcode the links for the customer notification mails?

We know that changing things in the .jar files and recompile them can mess up things but this is really important for us and our customers.

Thank you in advance for your help!

Bernhard F.

[stefangrabowski]

Dear Bernhard,

Have you found a working solution yet?

- Stefan

[AUVESY IT]

Unfortunately not really a global solution.

We found a way to change the URL of only a few links and it is definitely not a very beautiful way.

E.g. we were able to adapt the Invitation link (Activate Account) as well as the Password reset link.

Here's how we did it. Or at least as far as I can remember how we did it.

Shut down your Jira Server service.
We opened the file /var/atlassian/application-data/jira/plugins/installed-plugins/jira-servicedesk-3.12.0-REL-0008.jar    with 7zip and edited the file /soy/customer-conversational-notifications.soy

There are several places where we have changed the code, I don't know if I may post them all in here?

But e.g. for one of the activate Account links it is (beginning in line 151):

original:

/** 
* @param portalName 
* @param invitationLink 
* @param clientURI 
*/

{template .renderInvitationViaEmailChannel}    
  <p class="email-body">
  {getText('sd.email.conversational.notification.invite.via.email.channel', $portalName)}<br/> 
  {getText('sd.email.conversational.notification.invite.via.email.channel.activate')}    
  </p>    
  <a class="aui-button aui-button-primary" href="{$clientURI}{$invitationLink}">  {getText('sd.email.conversational.notification.activate.my.account')}    </a>
{/template}

 edited:

/** 
* @param portalName 
* @param invitationLink 
*/

{template .renderInvitationViaEmailChannel}    
  <p class="email-body">        
  {getText('sd.email.conversational.notification.invite.via.email.channel', $portalName)}<br/>        
  {getText('sd.email.conversational.notification.invite.via.email.channel.activate')}    
  </p>    
  <a class="aui-button aui-button-primary" href="https://support.domain.com/jira{$invitationLink}">        
  {getText('sd.email.conversational.notification.activate.my.account')}    
  </a>
{/template}

We had to test a lot how a working link needs to look like.

So I guess you need to do some try & error and prepare for some sweaty situations ;)

You have to make sure that the time stamp of the .jar file doesn't change when you save the .soy file in it (with 7zip it should work). Otherwise Jira won't accept the Service Desk Addon anymore and won't load it when you startup the Jira again.

If you have further questions... feel free ;)

I don't give any guarantuees that this will work with your system or will not destroy anything ;)