Create and manage email templates for stakeholder notifications

Email templates provide an easy and efficient way to customize stakeholder notifications. They eliminate the need to draft new emails from scratch, especially when teams are responding to incidents, allowing for quick customization and notification. Templates ensure consistent messaging by structuring emails to include all necessary information. In Jira Service Management, you can use predefined placeholders and dynamic fields, which help minimize the likelihood of omitting critical details.

Create email templates

To create an email template:

1. Go to Settings () > Products.

2. Under Jira Service Management, select Incident management.

3. Go to Email templates.

4. Select Create template.

5. Type in name, sender name and reply to address. Upload header image, if any, and type in the email body.

   1. You can also add dynamic fields in email templates. Dynamic fields automate the inclusion of up-to-date information in emails, ensuring consistency and reducing manual effort. Dynamic fields you can add to templates and what they mean are given below:

      1. Status: The status of the incident work item

      2. Impact: The impact of the incident work item

      3. Incident Created Time: The time at which the incident was created, shown as ‘month day, year, hour:minutes AM/PM’ (in UTC).

      4. Affected Services: The names of services affected by the incident.

      5. Stakeholder Update Time: The time when stakeholder update was sent.

      6. Actor Full Name: The full name of the user sending the email.

      7. Stakeholder User Name: The full name of the stakeholder who is receiving the email.

6. Select Create template.

Email templates can be used by agents directly from work items to quickly notify stakeholders about the progress of the incident. Find out more about how agents can use email templates.

If no customized email templates are created, agents can use the default email template. A preview of this template is available in the email templates list. Default templates have an empty email body and cannot be edited. Agents can type in a message when using them to notify stakeholders.

Edit email templates

To edit an email template:

1. Go to Settings () > Products.

2. Under Jira Service Management, select Incident management.

3. Go to Email templates.

4. Select More (…) next to the template you want to edit, and select Edit.

5. Make the required changes, and select Save template.

Delete email templates

To delete an email template:

1. Go to Settings () > Products.

2. Under Jira Service Management, select Incident management.

3. Go to Email templates.

4. Select More (…) next to the template you want to delete, and select Delete.