All ticket public comments to be added to customer notification

[Alex Kiselev _Itransition_]

Hi Community,

We have a JSM project and are looking for an option to include all previous public comments in the customer notification "Public comment added" — so that customers don’t need to open the ticket in the portal to refresh their memory of the entire conversation.

I have already found this article: Automatically send all the issue public comments by email.

Could you please suggest any other available options, including those that might use third-party apps?

Thank you in advance.
Best regards,
Alex

[David Freitez]

Hi @Alex Kiselev _Itransition_ 

Welcome to the Atlassian community, I have checked your question and automation. I don't think there is the need for 3rd party apps. Here is how I think you can manage:

• Create an automation that is triggered when a comment is made to the request.
  • Use a Condition for the case when {{comment.internal}} equals false. 
• Through automation send the email to the customer by adding the last comment and also the rest of the public comments using what you found on the automation article:

  • {{#issue.comments}}
    {{^internal}}
    From: {{author.displayName}}
    Sent: {{created}}
    {{body}}
    <hr>
    {{/internal}}
    {{/issue.comments}}

  • Here is how to reference the last comment only: {{issue.comments.last.body}}
• So the email is not sent twice, I would disable the notification in the notification scheme.

Let me know if you have further questions. Also if my reply answers your question, kindly consider to mark it as the answer.

Regards,
David

[Alex Kiselev _Itransition_]

Hi David,

Thank you for your message.

Unfortunately, automation rule will put significant pressure on the monthly automation rule execution limit.

That is why I'm looking for 3rd party app options here.

Best regards,

Alex.