Service Desk - Edit or disable confirmation message?

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1

Hello everyone,

I didn’t found relevant solution on the forum so I posting here. Is there some way how to edit or just simple disable the confirmation receipt message for newly created issue in Service Desk? We need customize and translate those auto-generated message/s.

Thanks for any reply.

2

Did you find a solution? I am looking for a way to customize this as well.

3

Are you talking of the following thank-you email format?

Service Desk Confirmation Email

If yes, you can customize its contents following the documentation at Redirecting... (an edited excerpt is copied below for posterity):

An email is sent to the author when:

  • A user submits a new issue using Service Desk. […]

The body of these email messages can be customized by using templates. To create a new customized template, create a new Markdown ( .md ) file inside the .gitlab/service_desk_templates/ directory in your repository (default branch). […]

The Thank you email is the email sent to a user after they submit an issue. The filename of the template has to be thank_you.md.

I am not aware of a way to disable sending these emails however. It may not be a good idea to disable these given the users only interact over email, and it serves as a confirmation? However, if there are some strong reasons to disabling it, consider filing a feature request at http://gitlab.com/gitlab-org/gitlab/issues

2 Likes
4

hi, sorry for reopen this thread, but i am facing something weird, after i create the file thank_you.md success, but still can choose from template. can someone help me. i use version CE 16.1.thank you.

5

hi, sorry for reopen this thread, but i am facing something weird, after i create the file thank_you.md success, but still can choose from template. can someone help me. i use version CE 16.1.thank you.

Hi @hungpv35 :wave:, I’m not sure I understood you correctly, but let me try to give some context for this. I hope it helps :slightly_smiling_face:

These are email templates, so you cannot choose them somewhere. If the file is present in the repository it will be used to generate the email. If it’s not available the default will be used. It’s a different concept than the issue template.

We have two templates: The thank_you.md email template will be used when a new issue has been created. It’s like the initial response. The new_note.md email template will be used when someone adds a comment to the issue.

You need to place the files in the folder .gitlab/service_desk_templates/ in the projects repository. See the documentation for all available placeholders.

1 Like
6

Unfortunately, even after half a decade there still doesn’t seem to be a way to disable the initial confirmation e-mail through a simple configuration switch. However, it’s possible to patch this behaviour out. This is the patch as of Gitlab CE v16.8.1:

--- /opt/gitlab/embedded/service/gitlab-rails/app/mailers/emails/service_desk.rb now
+++ /opt/gitlab/embedded/service/gitlab-rails/app/mailers/emails/service_desk.rb now
@@ -12,24 +12,6 @@
     end

     def service_desk_thank_you_email(issue_id)
-      setup_service_desk_mail(issue_id)
-
-      email_sender = sender(
-        @support_bot.id,
-        send_from_user_email: false,
-        sender_name: @service_desk_setting&.outgoing_name,
-        sender_email: service_desk_sender_email_address
-      )
-
-      options = {
-        from: email_sender,
-        to: @issue.external_author,
-        subject: "Re: #{subject_base}",
-        **service_desk_template_content_options('thank_you')
-      }
-
-      mail_new_thread(@issue, options)
-      inject_service_desk_custom_email
     end

     def service_desk_new_note_email(issue_id, note_id, recipient)

The patch needs to be re-applied after every Gitlab update and slightly changes from time to time when the Gitlab team works on the implementation of the service desk.