Reply emails content duplicated

[Jason Klein]

Hi Team,
I've been having an issue when I changed the notification email details when Jira replies to a customer, the issue is the content provided by a support agent is duplicated in the response to the customer on email. 

jira/servicedesk/projects/FTS/settings/notifications/customer-notifications/template

In the above page we changed the HTML&CSS template to something better for our customers than the default template, however since then we are getting duplicated response content.

I know the duplication happens against the class, however if I remove it then no reply content is given in the email.

<div class="jsd-message-content">
${message.content}
</div>

How do I resolve this?

[Jerryton Surya · Accepted solution]

Hi @Jason Klein 

Welcome to the community, Can you try this code 

<div class="jsd-message-content">
#if($message.replies.size() > 0)
${message.replies[-1].content}
#else
${message.content}
#end
</div>

Let me know if this works

[Jason Klein]

Hi @Jerryton Surya, 

Thanks for the reply, here is an image where I've included the code you suggested, however it does not like the idea of the echo.

[Jason Klein]

Hi @Jerryton Surya

I found the issue, Under Legacy Automation there is a rule which is called Custom notification - Comment Added.

Once I disabled this rule, the email responses no longer contained the duplicate comments.

No idea how even since given the rules instructions, it should have duplicated the email and not the comment within the email. 

Thank you very much for your help.

[Jerryton Surya]

Great! Happy to help you @Jason Klein