Deselect default field to be shown in Jira/Service Management issue created notification

Owned by Vladyslav Zacharko (Unlicensed)
Last updated: Apr 26, 2023 by Mike Harrison
3 min read

By default, Jira and Service Management system templates include in a notification People involved in this request field. In order to deselect this field from the notification, requires to create new (or edit existing one) Issue created custom template and update the global custom macros.

Step-by-step guide

Locate Service Desk Theme:

  1. Go to JEMHC > Notifications > Themes

  2. Tick the option Show Theme Defaults (please see below attached screenshot and indicated by number 1)

  3. Locate Service Desk Theme and press view button (as indicated by number 2 per screenshot below)

Once the dialog box pop up as per screenshot:

Locate the following macro: #macro (renderIssueDetail $showFieldIds), then highlight the entire macro as per screenshot above and copy it.

Once it copied, navigate to Custom Macros (JEMHC > Notifications > Custom Macros) and paste the macro into the Content field as per screenshot below:

To be able to edit the custom macro, first you need press Edit button. After you finished modification press the Submit button.

After, you have included the macro into Content field, you have make the following changes:

  1. Rename the macro - #macro (limitedRenderIssueDetail $showFieldIds)

2. Remove <tr> tag (as per screenshot) -

<tr> <td class="label">$messageUtils.getMessage('sd.email.participants.involved.label')</td> <td class="value">#peopleInvolved()</td> </tr>

The final outcome of the amended macro:

Once the Custom Macro has been placed and amended, navigate to Template Sets (JEMHC > Notifications > Template Sets) where you need to implement the following:

  1. Create new Issue Created custom template

After you pressed Create button and the New Template Set dialog box pop up, you need to provide the following:

  • Name: any name

  • Theme: Service Desk (System)[Email]

  • Template Set Type: Issue Created

  • Copy From Template Set: Issue Created Service Desk (System) (System) [E-Mail]

As per following screenshot:


Once you created the custom template, you need to edit it by pressing the pen icon as per screenshot

then, in the HTML section, macro name needs to be changed to the following: #limitedRenderIssueDetail($serviceDeskDetailsFields) (as per screenshot) and Submit the changes.

The final step is to select the created custom template in the notification mappings, please review the following:

  1. Navigate to JEMHC > Notifications > Email and edit corresponding notification mapping by pressing the cog icon:

2. In the Issue Created field (as per screenshot) select the created custom template and Submit the changes:

 

The outcome for Issue created notification

After implemented above settings, the outcome for Issue created notification with excluded People involved in this request field: