Overview
The E-Mail Templates Administration screen let you able to add, edit, delete and review your templates configurations.
The Approval Request tab let you able to setup the templates to apply for the e-mails notifying an approval request.
The Approval Reply tab let you able to setup the templates to apply for the e-mails notifying an approval reply.
The Service Desk Approvals tab let you able to setup the templates to apply for the e-mails notifying a Service Desk Approval Request.
The capability to Approve/Decline Service Desk Approval Requests via email can be used with Service Desk vers. 3.3.0 and Jira Server 7.3.0 onward.
Preliminary settings
You have the capability to setup your company logo to appear on the approval emails.
By default the approval emails display the Jira Logo.
You are able to upload your Company logo and select it on your email templates so that it will appear on the approval emails header.
In order to upload your company logo, you have to navigate on Manage apps → Herzum Approval → Global Configuration → Approval Email → Email Icons
Default Approval Request and Approval Reply Templates
When installing the app, if no customization is applied, the Approval Request and the Approval Reply emails follow the Default Templates.
In other terms, if no custom template is set, the Default Templates are used on notifying Approval requests and responses of any Project and issue type .
Default Approval Request e-mail template
Default Approval Reply e-mail template
You are able to customize the Default Templates (refert to Custom E-Mail Templates documentation) and furthermore, you can undo the customization by clicking Reset Default Template.
Add email template
You are able to create a new template by clicking the Add email template button.
The screen that appears allows you to setup the Project or the Conditional rule that are evaluated to use the template.
The template configurations are set by default but you are able to update them by editing the template.
Operations
The E-mail Templates administration screen allows you to perform the following operations on an already existing E-Mail template:
Edit template configuration, open the Email Template Configuration screen allowing to setup the information appearing on the email
- Copy template, create a new template from a copy of the selected one
- Edit template main settings, edit template name, Project or Condition where the template will be used,
- Delete template
Edit template configuration
You are able to update all settings applied on an existing template (including the Default E-mail Template).
See Custom E-Mail Templates to review the available settings.
Copy template
When copying an Email Template, a new template is created that has the same configuration of the copied template but not its Project or Conditional Rule association.
Edit template main settings
The available operations on Approval Request and Reply E-Mail templates include the capability to update the Project or the Conditional rule that are evaluated to use the Custom Approval Request and Reply E-Mail templates instead to the Default templates.
Notice that when an Email Templates is enabled on an Approval Mappings or Single Issue, these setting override the above setting.
The available operations on Service Desk Approvals E-Mail template include only the capability to update the Project.
The Service Desk Approvals email notifications are not enabled by default.
So, if you want that the app notify the Service Desk Approvals you have to enable a Service Desk Approvals E-Mail template per Project explicitly.
Delete template
When deleting an Email Template the data on existing Mappings and existing issues are made consistent.
This change is irreversible.
Custom E-Mail Templates
The Email Template Configuration screen allows you to setup the information appearing on the email.
This sections illustrate the available optional settings and how to setup them.
Optional settings common to all templates
Condition to prioritize emails
Header
Subject
Issue Type
This setting allows you to enable displaying the issue type in the email body.
Assignee
This setting allows you to enable displaying the issue assignee in the email body.
Issue Creation Date
This setting allows you to enable displaying the issue creation date in the email body.
Project
This setting allows you to enable displaying the issue Project in the email body.
Priority
This setting allows you to enable displaying the issue Priority in the email body.
Reporter
This setting allows you to enable displaying the issue Reporter in the email body.
Workflow Transition
This setting allows you to enable displaying the Workflow transition on approbation in the email body.
Approve/Reject Instructions
This setting allows you to enable displaying the Approve/Reject Instructions in the email body.
Description
This setting allows you to enable displaying the issue Description in the email body.
Issue comment
This setting allows you to enable displaying the comments on the issues in the email body.
Approval buttons
You have the capability to enable Approval buttons showing on the email in order to allow the approver to reply by clicking them.
When you enable Approval Buttons you are able to manage the following options by clicking on the Cog Icon::
Button Placement
You can choose if the Approval Buttons appear on the Bottom (Default) or on the Top of the email body.
Comment screen popped up
You can choose if by clicking an approval button the action is processed immediately or the screen requiring the Approval Comment appears only if the Approval Comment is mandatory or in any case.
Require Authentication
Case of Authentication is turned OFF, when replying to an approval request via buttons, the application checks the information embedded in the email including the original recipient email address and the approval token that allows to identify unequivocally the specific required approval.
It is expected that the user receiving the approval request email doesn’t forward it to a different user. But, if the original email recipient forwards the email to another user, the new recipient will be able to provide the approval response instead of the effective approver.
The Require Authentication option provides an higher security level to the reply validation.
Case of Authentication is turned ON, when replying to an approval request via buttons, the application asks to insert the password associated to the Jira user matching the original recipient email address:
Notice that the option ServiceDesk ticket is available only if you have JSD installed in your environment.
Linked Issues
This setting allows you to enable displaying linked issues in the email body.
A list of issues linked to the current issue, grouped by Issue link type, will appear on the e-mail body.
For each linked issue, the email will include the following information:
- Issue Key
- Issue Summary
Notice that the sub-tasks displayed on the email are the same that the email recipient is able to display on the issue.
Sub-Tasks
This setting allows you to enable displaying Sub-Tasks in the email body.
For each sub-task, the email will include the issue Key and any additional field chosen via the Sub-Task Fields screen:
The email will display Sub-Tasks information as follows:
Notice that the sub-tasks displayed on the email are the same that the email recipient is able to display on the issue.
Custom Approve/Reject Instructions
You are able to to customize the text used to provide the instruction to reply the approval request by email.
On clicking the Translations button, you can insert different texts appearing on the email depending by the recipient language preference.
The email will render the text as Html.
Button Texts
You are able to setup custom labels for the buttons of the email that allow to submit the approval response.
This setting overwrites the custom button labels set on the Global configuration screen (see v5-Approval Email#CustomizeE-mailbuttons).
This setting is overwritten by a Language translation for email buttons.
The email will render the custom labels as Html.
Free Body Text
You are able to create a text obtained by the concatenation of texts and fields.
The available fields to customize the Free Body Text include:
Project, Issue Key, Issue Summary, Source Workflow Status, Workflow Transition, Reporter, Assignee, Description, Priority, Issue Approval Id, Approval Name, Can Approve Detail, Custom fields and Approver Full Name.
The email will render the final text as Html.
Notice that you must follow the rules below:
- any text insidetags {}
- any field inside tags []
- concatenate tests and fields using &&
Example
The following Free Body Text
{<i>User} &&[Reporter] && { is requesting that user} && [customfield_10203] && {be added to the group } && [customfield_10020] &&
{. </br> To send an automatically formatted reply, click <a href="mailto:supporthap@herzum.com?subject=%23issueKey%3D$} && [Issue Key] && {$&body=@APPROVED<} && [Workflow Transition] && {>@ } && {"> Here </a> </i>}
will be rendered as follows
User John Smith is requesting that user Jack Brown be added to the AD GROUP. To send an automatically formatted reply, click Here.
Furthermore, you can choose if the Free body text appears on the Bottom(Default) or on the Top of the email body.
On clicking the Translations button, you can insert different texts appearing on the email depending by the recipient language preference.
Selected Fields
You are able to select Jira fields that you want to show on the e-mail.
The fields will display by following the same order they appear on the configuration screen.
Drag and drop a field to change the order it will appear into the email.
The option Show Empty Values, when unchecked (Default), causes that the email doesn't show empty fields label.
The list of available fields include two options for the Attachments:
- Attachment: the email body will include the ordered names of the attachments and each name will redirect to the attachment path in the Jira instance; furthermore, the files are attached to the email.
- Attachment Links: Same email body as above but the files are not attached to the email.
Footer
You are able to insert a text that will display on the email footer.
The email will render the Html tags.
On clicking the Translations button, you can insert different texts appearing on the email depending by the recipient language preference.
Logo
You are able to select your company Logo or to hide any logo from the email.
In order to select a different logo, you have first to upload it on the Global configuration screen (see Preliminary Settings).
Differences between optional settings available per template
Not all optional settings are available for all the template.
The following table provide an overview of the optional settings available per template.
| Option | Approval Request E-Mail Template | Approval Reply E-Mail Template | Service Desk Approvals E-Mail Template |
 | | | |
| Header | | | |
| Subject | | | |
| Issue Type | | | |
| Assignee | | The field can be selected | The field can be selected |
| Issue Creation Date | | | |
| Project | | | |
| Priority | | The field can be selected | The field can be selected |
| Reporter | | The field can be selected | The field can be selected |
| Workflow Transition | | | |
| Approve/Reject Instructions | |  | |
| Description | | The field can be selected | The field can be selected |
| Issue comment | | | |
| Approval buttons | | | |
| Button Placement | | | |
| Comment screen popped up | | | |
| Require Authentication | | | |
| Button Links | | | |
| Linked Issues | | | |
| Sub-Tasks | | | |
| Custom Approve/Reject Instructions | | | |
| Button Texts | | | |
| Free Body Text | | | |
| Selected Fields | | | |
| Footer | | | |
| Logo | | | |
Usage of the custom Approval Request and Approval Reply E-Mail Templates
The Approval Request and Approval Reply E-Mail templates can be enabled
- on the Approval Mappings
- on Single Issue
- per Project
- when the associated Condition is true
If none of the previous settings have been configured, the app uses a Default Email template.
When an Email Templates is enabled on an Approval Mappings or Single Issue, any other setting enabling other Templates is ignored (e.g Email Template per Project).
When an Email Templates is enabled per Project, any other Email Template, that could be enabled because the associated conditional rule is true, is ignored.
The Service Desk Approval Request E-Mail template can be enabled per Project.
You can enable only one template per Project.
The Service Desk Approvals email notifications are not enabled by default, so, if you want that the app notify the Service Desk Approvals you have to enable a Service Desk Approvals E-Mail template per Project explicitly.
Usage of the Service Desk Approval Request E-Mail Templates
The Service Desk Approval Request E-Mail Templates allows you to enable customized email notifications of JSD Approvals for the specified Project.
Furthermore, the email provides the capability to Approve or Decline the approval request.
Example
Service Desk Approval email
On click the Approve or the Decline button, a popup asks the credentials for the authentication
If the user is already logged in the Customer Portal, the Approve/Decline buttons will not redirect him to the Authentication form.
In this case the user will be redirected to the ticket waiting the approval response.
Alerts advising for approval reply failure
Following you can find the alerts advising for an approval reply failure and their cause.
- Authentication failed
Cause: Wrong approver credentials (username/password) - You don't have approve permission.
Cause: The username inserted for authentication doesn't match the issue's approver username - The operation can not be performed because the approval user <authenticating user> is different from the user <current logged in user> currently logged into the Jira/Servidesk session. Please logout from Jira/ServiceDesk.
Cause: The username inserted for authentication doesn't match the username of the user currently logged into the Jira customer portal