How to restore Email Notification customizations?

[Bill]

A recent update removed all our custom details from email notifications. It looks like the new ones are just change reports - with a layout that doesn't even make that clear.

We had designed a layout with the data needed for our organization and workflow -- these new email layouts do not meet our needs.

How do we restore, or re-create the email layouts we need?

Quit forcing changes that break things the we spent time setting up.

[Trudy Claspill]

Hello @Bill 

Have you considered reaching out to Atlassian Support about this issue?

How did you configure these custom notifications? Are these Customer Notifications in JSM projects, or configured using other native functionality? Or is this something done through a third party app?

[Bill]

They were configured natively when we first set up our instance. I'm not finding where that can be accomplished now.

Thought I would try here before hitting up support.

[Trudy Claspill]

Were they Customer Notifications in a JSM project?

Or were they the internal notifications sent to JSM Agents or licensed users of Jira Software projects?

When did you set up the instance?

[Bill]

Sorry for the delay in responding, was out a couple days. 

It was set up in 2017. The notifications are still going out -- they have just been all changed. They are variously sent to the ticket author (i.e. ticket is closed), to people mentioned on the ticket (@name), to people in the group when the is created, to the person when they are assigned to the ticket, and so on. 

These emails were customized to provide details needed in specific cases, now they just show the change history -- not what we want or need.

Unless a feature is removed or drastically changed, customizations should never be over-ridden on an update.

[Trudy Claspill]

Hello @Bill 

I'm not aware of native functionality that your company might have used to customize internal notifications in Jira Cloud, and am unable to discern from the information you have provided how your company might have done that, so I am not able to offer any advice on how it might have been impacted by a product update deployed by Atlassian.

I do know that native functionality could be used to change the Customer Notifications used in a Jira Service Management project.

I freely admit that as just another user of the products I don't know everything there is to know about every feature past and present of Jira, so your company may have used a feature unknown to me.

At this point I strongly recommend that your company reach out directly to Atlassian Support to get more information about how an update from them could've impacted customizations. You Jira Product Admins and Organization Admins should be able to open a support case with Atlassian at

https://support.atlassian.com/contact/#/