Service Desk Agent Notification

[Jardell Eugene]

Hello Everyone, 

I have been trying to edit this notification for the past few days, and I have no clue where I can go to make the changes I need.

Our company is currently using JIRA service desk, my manager was the one who did the setup for the configuration within our JIRA. When our agents go in and communicate with the client, and the status of the issue/ticket changes all agents get notified that the status has been changed, but the name of who made the update/change shows up as my manager's name not the name of the agent who worked on the ticket. 

Can anyone help me make those changes so that the notification that goes to our JIRA Fresh Desk Team shows the proper person who worked on the ticket, and not the person who set up the system? 

[Krisztian Kovacs]

Hi @Jardell Eugene,

have you looked into the notification scheme in the Project Settings? This would be an easy win, I'd hate to think you manager changed the velocity templates.

https://confluence.atlassian.com/adminjiraserver/customizing-email-content-938847640.html

Let me know if the notification scheme was the culprit or not.

[Jardell Eugene]

Hello @Krisztian Kovacs

Thank you for the link, looking into it now. Would you know how I can get to the Jira installation directory? 

[Jardell Eugene]

@Krisztian Kovacs

I don't think we have a Jira installation directory since we have JIRA cloud, and we always access everything JIRA related from the web. 

[Krisztian Kovacs]

@Jardell Eugene,

if it's cloud then no custom emails. So that leaves the notification scheme and perhaps a post function in the workflow?

I'd also check if I had Scriptrunner for Jira installed or perhaps another add-on dealing with emails, if it's not the notification scheme.