Fix customer notification preview issues in Jira Data Center
Platform Notice: Data Center Only - This article only applies to Atlassian apps on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Resolve issues where the preview box for customer notifications in Jira Data Center does not update or displays incorrect content, affecting both previews and sent notifications.
Diagnosis
The preview text box is not functioning correctly when configuring customer notifications for a specific project, leading to errors with the variable syntax in the templates.
Cause
This issue can occur when the notification template for a specific project is misconfigured or points to an incorrect template, causing variable syntax errors and preventing the preview box from updating as expected. In some cases, corrupted data or incorrect associations between notification rules and templates may be the root cause.
Solution
If you notice that the preview box for customer notifications does not update or always shows the same content, and the notifications sent to customers match the incorrect preview, follow these steps to resolve the issue:
Go to Project settings for the affected project.
Select Customer notifications.
At the top of the page, click Templates.
Click Revert Subject and Styles to Default.
After reverting, try editing the notification template again. Ensure you use valid variables such as ${message.content} in your template. If you receive an error about an invalid variable (for example, ${event.user.name}), replace it with a supported variable.
Save your changes and verify that the preview box now displays the correct content. Send a test notification to confirm the issue is resolved.
If the issue persists after reverting to default templates and updating variables:
Check if the problem affects only one project or multiple projects.
Ensure no direct database edits or third-party tools have modified notification templates.
Contact Atlassian Support for further assistance. Please provide details about the steps you have taken and any error messages encountered.
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