Adding name of the comment author to notification e-mail

[Matthias Ortlieb]

Hello everyone,

We are using JSM v10.3.8 Datacenter.

When an agent writes a comment under a ticket, the assignee receives the following notification email:

Hello, your ticket has been commented on:

“Comment”

Click on the following link to view the ticket:

“Link”

The text of the comment and the link are displayed correctly.

In addition to the text of the comment, the name of the comment author should also be published in the notification email.

I have already tried to set the following variables in the text body of the template:

$comment.author.displayName

$commenter.displayName

$comment.getAuthor().displayName

$event.comment.author.displayName

The variables are recognized but displayed as empty strings in the email.

The following text body:

Hello, 

A process you are managing has been commented on by $comment.getAuthor().displayName :

#renderCurrentComment()

Click on the following link to view the process:

$!baseurl/browse/$!issue.key

is displayed as follows:

Hello,

Your process has been commented on by:

test

You can view your process and its processing status at any time. Simply click on this link.

Is there a variable I can use here so that the name of the comment author is displayed correctly in the notification email?

Best regards and thanks
Matthias

[Rik de Valk _Brainboss_ · Accepted solution]

Hi @Matthias Ortlieb

I don't have a DC instance to test this on at the moment. 

But the docs say you should use: 

${event.user.name}

See https://support.atlassian.com/customer-service-management/docs/set-up-notifications-for-your-customers/

Hope that helps. 

Have a nice day!

Rik 

[Matthias Ortlieb]

Hello @Rik de Valk _Brainboss_ 

Thank you for your quick reply.
I tried to incorporate

${event.user.name} 

into the text body.
Unfortunately, this did not work.

I was able to resolve the issue as follows:

#renderUser($!comment.getAuthorApplicationUser())

Thank you for your support and have a nice day.

Matthias