Jira Service Management Cloud

Install your notification template

Before you start

Adroit Email Studio is exclusively for Atlassian Cloud: Jira Service Management Cloud now, Customer Service Management Cloud coming soon. Data Center and Server are not supported. You need space administrator access and template editing available in your Cloud space. Confirm your plan’s current editing entitlement in Cloud; plan restrictions have not been reverified in this audit. Save a copy of your existing HTML, CSS and plain-text templates before making changes.

The exported wrapper is a Phase 2 candidate, not certified Cloud compatibility. Before pasting it, confirm both candidate variables in the Cloud Styles editor’s Insert variable list and default templates. If either is unavailable, do not install this wrapper. Phase 3 validation and CSM implementation have not begun.

Paste the three styles

Open your service space’s Space settings → Notifications → Customer notifications. Older navigation may say Project settings.
Under Templates, select Edit templates.
In the studio, copy HTML and paste it into the HTML style field, replacing the existing wrapper.
Copy CSS into the separate CSS stylesheet field. Do not paste CSS into the HTML field.
Copy Plain text into the plain-text style field. Keep this version alongside the HTML version.
Leave the subject and individual notification content unchanged. Keep the work item key in the subject to preserve threading.

Validate in Nuzzle & Nosh ITOPS

Use Jira’s preview and Send me a test email before saving. After saving, trigger a request-created notification, a customer comment/update and a resolution in your test environment. Where batching is enabled, verify a multi-update email too.

Confirm the body appears once, request links open the correct request, and turning off notifications works.
Check the native reply marker and reply-by-email flow when email requests are enabled and a request type is mapped. Cloud documentation confirms the reply-marker style hook and describes missing markers with those settings; the studio never hard-codes the marker.
Check native batched item spacing and separators. Cloud documentation confirms the activity-item CSS hooks, but does not establish that ${message.content} carries the batch. Validate the actual wrapper and batched output in Cloud.
Inspect Gmail, Outlook and Apple Mail on desktop and mobile, including dark mode, blocked images and plain-text display. Confirm replies remain in the same thread.
For a logo, use a public HTTPS URL that opens without signing in. Uploaded images stay in the studio preview and are not exported.

Review the two retro styles

In your Nuzzle & Nosh ITOPS test space, repeat the three-field installation checks separately for Totally 80s and 1980s Trapper Keeper. Keep a backup and restore it between trials. Use your company name, hosted logo and colors; changing styles does not change individual notification content or subjects.

Check created, comment, resolved and batched notifications; follow the native request and unsubscribe links and verify reply-by-email. Review each style on desktop and mobile with images allowed and blocked. Header/footer artwork uses public HTTPS backgrounds; Outlook desktop may omit those decorations. Logos and footer branding sit directly on the artwork, with solid background-color fallbacks and contrast-safe HTML text. Use a transparent PNG logo; embedded white image backgrounds cannot be removed by CSS. Review image-logo contrast against both designs, as logo pixels are not recolored. Retro button effects are optional. Actual Cloud delivery and email-client compatibility remain subject to controlled testing; no test sends have been performed by the studio.

Compatibility notes

This design retains the two candidate variables specified in your Phase 2 brief: ${message.content} and ${request.disable.notifications.url}, once each in HTML and plain text. Both require Cloud validation: official Cloud documentation reviewed does not verify their exact wrapper syntax, availability, batch behavior or unsubscribe semantics. Their occurrence counts are studio integrity checks, not Cloud editor requirements. No Cloud-documented recommendation for this exact unsubscribe variable has been established. The wrapper does not change with the preview scenario.

Only official Atlassian Cloud sources establish compatibility. The earlier non-Cloud variable-table evidence has been withdrawn. JSM Cloud independently documents HTML, CSS and plain-text Styles fields and the .jsd-reply-marker, .jsd-activity-item-content and .jsd-activity-item-separator CSS hooks, so those are preserved. No complete canonical Cloud HTML baseline was verified. This is a custom table-based layout, not a copy of the native default; Nuzzle & Nosh Cloud reference templates are still needed.

Core layout styles are inline, with a separate stylesheet for notification content, documented Cloud style hooks and mobile adjustments. Exact Cloud CSS processing, editor field limits, HTML/plain-text delivery packaging and the existing reference template structure remain unverified. Outlook may ignore mobile rules; email clients may recolor content. Browser previews and automated tests do not establish Cloud delivery or production email compatibility. Existing request links and native approval actions are left untouched; the studio does not invent their wrapper variables.

Representative JSM Cloud preview. Validate in your Cloud editor and send a test notification before installation.

Notification preview coverage

The Notification type list follows Atlassian’s ten customer notification types: Customer invited, Request created, Public comment added, Public comment edited, Request resolved, Request reopened, Participant added, Organization added, Approval required, and Customer-visible status changed. Nuzzle & Nosh content and destinations are representative only; no preview link or action is exported.

Customer invited represents a portal-only account invitation. Atlassian account invitations do not use the same JSM customization system. The studio still shows the shared wrapper’s request footer for appearance comparison; that footer does not establish invitation unsubscribe behavior or prove that your invitation uses this wrapper. Verify your portal invitation template and delivery separately.

Organization added notifies organization members so they can opt in to further updates. Approval required can arrive even when request notifications are turned off; email approve/decline actions depend on Cloud approval settings. Preview actions illustrate possible content, not guaranteed tenant markup.

Batched activity is available for public comments and customer-visible status updates. Its item blocks and separators approximate Cloud activity using the documented CSS hooks, not a canonical native HTML schema or a guarantee that every selected event batches. Long content is a layout stress variation. Native reply markers are not recreated; Jira inserts them where applicable. Individual notification variables are not global wrapper variables. Neither notification selection nor variation changes any exported HTML, CSS or plain text.