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Email templates have always been at the core of JETI. The ability to customize email templates and use different templates per project and/or issue type was part of 1.0 version.

Version 5.1 has made the development of custom email templates easier than ever by introducing the built-in template editor feature. Using the template editor, you can easily add new templates, tailor them to your needs, test and publish them for use.

Add New Templates

Start from the Templates tab of the configuration page.

Templates are created from a base Jira template or a theme so that they are preloaded with content and the default look and layout.

Template Themes are a new concept in Email This Issue. Templates based on themes are more powerful and 

  • can be edited using the built-in Rich Text Editor or directly as HTML
  • can be fully customized as their layout and look-and-feel is not wrapped in Jira Velocity Macros
  • dedicated Themes are available for Service Management Customer Notifications

Email Template Themes

Themes are templates for the Email Templates. Creating a template from a Theme has a few advantages:

  • Themes are based on Email This Issue's macro library
  • Templates made of Themes can be edited in the Rich Text Template Editor
  • Templates made of Themes are better tailored for Service Management 

The following Themes are available in Email This Issue:

All DetailsRenders all issue fields including all custom fields defined for the issue and all issue comments
Issue CommentedPrepared for Issue Commented notifications
Issue ModifiedPrepared for Issue Updated notifications, renders the changelog and comment entered
Work LoggedPrepared for Worklog related notifications, renders the workflog and comment
Service Management Customer InvitationPrepared for Service Management, when customers are created automatically by Email This Issue
Service Management Auto AcknowledgePrepared for Service Management to send auto-response emails
Service Management Request Participant AddedPrepared for Service Management, when participants are added to a request
Service Management Request CreatedPrepared for Service Management customer notifications, when requests are created
Service Management Request UpdatedPrepared for Service Management customer notifications, when requests are modified
Service Management Request ResolvedPrepared for Service Management customer notifications, when requests are resolved
Service Management Request ReopenedPrepared for Service Management customer notifications, when requests are reopened
Service Management Request CommentedPrepared for Service Management customer notifications, when requests are commented with a public comment
EmptyGeneral-purpose minimal template, only rendering the mail body variable.
Issue ListPrepared to send issue lists in a single email from the Issue Navigator.
Bounce EmailTemplates created from this theme may be used to bounce back incoming emails.

Edit Templates

 Templates have five major attributes:

  • Name (mandatory): The name of the template.
  • Description (optional): The description of the template.
  • Category (optional): Template Categories are used to group templates and associate them with Contexts.
  • Subject template (optional): This defines your email's subject. This field is supported by Velocity markup.
  • HTML body template (mandatory): This defines the body of your email if the email is in HTML format.
  • Text body template (mandatory): This defines the body of your emails if the email is in TEXT format.


The subject and body templates are developed using Velocity Macro syntax and HTML tags. They may include values of issue fields and custom fields.

Rich Text Editor

Email templates based on Themes may be edited using the built-in Rich Text Editor. The Rich Text Editors comes with

  • a WYSIWYG front end making basic formatting, tables etc easy to add, and with features like 
  • full-screen editing, 
  • preview and 
  • HTML Source editing.

Field Picker

To add fields to your subject or mail body templates, you can use the "Field Picker" control. Pick a field from the list then copy and paste the velocity code to the template to have the value of the field rendered in the email. You can add issue or custom fields directly to the template using $customFieldManager and $issue in the Velocity Context. The Field Picker just makes this a lot easier.

The "Field Picker" drop-down contains:

  • Email Fields: mail body the user enters and mail subject the user enters manually
  • Issue Fields: all standard issue attributes
  • Custom Fields: all custom fields
  • Notification opt-out link: insert this into your template to provide a link for the customer to opt-out from customer notifications. 

    • Please note that this feature is only available for Service Management projects and a pre-requisite of this function is to have the Send Individual Emails option enabled in the Contexts settings. 
    • Clicking on the link will result in switching off both Jira and Email This Issue customer notifications. It will not affect Issue Notifications in Email this issue e.g. An Issue commented notification will not be affected, while a Public comment added notification will be affected.

Preview Templates in the Editor


You can now preview your template in the editor by using the preview tab on top of the page.

If you want to preview the template while creating it, simple press F9. This keyboard shortcut will either open the preview tab of the editor and request you to enter an issue key (only needed once per editing) or open the preview result immediately if an issue key has been previously entered.

The template preview result will be generated using the fields and details of the issue you specify.

If the issue key has been entered, press the F9 key to immediately open the preview dialog:

To close the dialog simply press the F9 key again or press Esc.

To further improve efficiency, the preview automatically detects which part of the template you are editing. If you are editing the Html body, the preview will show the HTML format of the template, while pressing F9 editing the Text body will generate the Text output of the template.

Test Templates

Once you developed your template, it is wise to test it before you start to use it in your projects. Select the "Test" operation from the template list (see first screenshot above).

Enter the key of the issue you want to test the template with. Enter some subject text and mail body then click Send or Preview. Either an email will be sent to your email address or a Preview Dialog is shown.

Use Templates

Once the templates are complete, they are available to be used for sending emails in various ways:

Email Tricks

Enhance your template with complex content, email signature etc. 

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