How to Change Signatures in JSM Cloud Customer Notifications

Summary

Learn how to fix email signature issues in Jira Service Management notifications.

Diagnosis

Actual Configuration: 

Customer Notification email

Here, the email signature is different from what is added to the Customer Notification.

Cause

Customer notifications can be configured for various events and customized as HTML, CSS, or plain text. Often, when notifications are updated, the changes are not reflected in Language Support, which manages translations for the project's languages.

Users receive outdated notifications due to untranslated updates, based on their profile settings, leading to confusion.

Solution

To resolve this issue, you need to follow the steps below:

1. Navigate to the notifications in the JSM project > Notifications > Customer Notification.

2. Check for the event you are facing this issue with, such as Request Created/Public Comment added, etc.

3. Review the content in the section.

4. Navigate to Language Support under Project Settings and scroll to Customer Notification.

5. Click on the affected event, for example, Request Created.

6. Here you see the data that is reflected in your notification.

7. Compare the data from the Customer Notification section to the Language Support Section. Identify the difference, update, and save the translation.