Disable Customer Notification Message (View Request)

[Patrick Dufresne]

I'm looking to open up a help desk, and whenever I respond to the customer they get an email with the following comments:

Everything about this is great! Except for the fact there is a link for them to "View Request". I think this can become problematic as when you click on the link it asks you to login and I don't want to confuse people who haven't created an account.

Ideally for this project in particular I could disable the following:

1) The automated email you receive the first time you create a task (as a customer) saying to create an accuont

2) the highlighted section below so then no one can get confused about what login they should use. 

Ideally all interactions should be done via email and the customer can't look at Jira for an update but simply look at the email thread, simmilar to Zen Desk.

[Fringe Technology]

Hi Patrick,

For number (2), In the latest version of JIRA Service Desk, you can navigate (as a Project Admin) to the Project Settings page.  From there, select 'Customer Notifications' from the menu.  On this page, you can edit the template that is used for the email notification.  So, in your case you could remove these 2 lines:

<a class="jsd-issue-link" href="${request.url}">View request</a>
<span class="jsd-link-separator">&middot;</span>

and save your change.  That would remove the VIEW REQUEST link and also the dot to the right of it.

For number (1), that's more complex.  Do you have self-signup enabled? or do you create each Customer account manually?

[Fringe Technology]

For number (1) there is an open feature request on this (https://jira.atlassian.com/browse/JSDSERVER-1708)

[Patrick Dufresne]

Much appreciated thanks for all your help!

[Dawn Fama]

I would like to turn off both view and turn off request options as users outside our domain will not be able to open the issues.  Our application is inside FW, so notifications to anyone outside our org would not be able to view the requests.

I can see the rendered template from project settings but do not see a way to view the html for the template.  Where is that option?