How do I remove the "Newsletter / Marketing" from subject of an email notification sent to customers

[Peter Månsson Hansen]

[Teodora V _Fun Inc_]

You need admin permissions to customize the settings. Check this out first.

We're talking Cloud, right?

Sending you two pages which may also help :)

https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html?_ga=2.43151911.343572571.1568619077-1614371975.1458123909

https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-notifications-for-your-customers-and-team/?_ga=2.43151911.343572571.1568619077-1614371975.1458123909

[Peter Månsson Hansen]

I do have admin permissions to customize settings and we are talking about Cloud

[Teodora V _Fun Inc_]

If you try the method explained by the Atlassian Support?

Pasting it here:

To edit notifications:

1. From your service desk project, go to Project settings () > Customer notifications.

2. Choose the notification you want to edit, then select Edit.

3. Choose recipients by selecting and editing To. You can delete recipients by selecting the X next to an added recipient.

4. Under Content, edit the message. You can add variables using the Insert variable drop-down to pull blocks of information from issues.

5. To disable a notification, untick the Enable checkbox.

6. Select Save to confirm your changes.

[Peter Månsson Hansen]

Sorry, butnothing is showing here that would indicate the problem.

The issue here is that this "Newsletter/Marketing" email subject line is only showing for 1 specific customer on replies coming from Service desk agents.

No other customers have reported this

However, it just seems to be something generated by JIRA Service Desk...

[Andrzej Ciereszko]

Did you ever figure out this issue? It is also happening to us, and only for one client. Can't find what part of JIRA tacks this on...

[Peter Månsson Hansen]

Hi 

No, we never found the exact reason for this.

From my hours of self-investigating this issue, I read a lot about this properly related to some anti-virus software on customer computer side, which automatically adds this label to a JIRA ticket.

After informing the customer about this, we started seeing this label appearing much less, but still it happens sometimes

[Peter Månsson Hansen]

Thanks for your quick reply Teodora, but following your navigation I get to this empty screen

[Teodora V _Fun Inc_]

Hi @Peter Månsson Hansen 

You should navigate to Jira administration > System > Outgoing Mail. Then select outgoing mail servers and you can edit the email prefix. :)