Some customers don't receive notification with custom templates in JSM

Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.

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

Some customers don't receive notifications with custom templates, however, the custom email templates are verified to be working fine for other users.

Language support and its effect on customer notifications

  • Affected users and non-affected users have different language preferences in their profiles (either in their Jira profile or their customer portal profile).
  • There are many languages added to the Service project.
  • When checking the template for each language, the custom template is only applied to the default (or not all) languages.

A custom notification template can be configured for each language in the project. If you have multiple languages added to the project, you need to ensure that the custom template is applied to all languages, otherwise users will receive the default template.

Related Documentation

Last modified on Feb 7, 2025

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