Can a customer notification contain all previous comments?

[Aldona Akkermans]

When we add a recipient to a ticket and when we share a comment, we'd like the customer to receive a summary of all previous comments. Is that possible? 

In general, can a automated message from Jira contain a summary of all comments iso only the last one? 

[Ashish Bijlwan]

Hi @Aldona Akkermans  

Don't think that we can get the summary of all comments but we can send the email to the customers including all the previous comments from the ticket by setting up the Automation Rule.

{{issue.comments}} is the smart value that needs to be add under the email content of Automation Rule as shown in the below screenshot.

For more on the smart values kindly refer: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Thank you,
Ashish

[Dave Mathijs]

Thank you @Ashish Bijlwan for sharing this workaround via automation.

The Issue commented trigger would however send a notification each time a comment is placed, not solely when a request participant is added.

You could change the trigger from Issue commented to Field value changed

[Christian Happel]

The smart-value in general is the right approach, but in order to get the content of EVERY past comment into the email you will have to do it like this:
{{#issue.comments}}
{{body}}
{{/}}

What I haven't figured out yet is how to only include customer-facing comments, and not show internal comments.

So if someone could help here, that would be great.

[Dave Mathijs]

Hi @Aldona Akkermans  , this is not feasible to my knowledge, at least not natively within Jira. A customer notification is always triggered by an event (f.e. request participant added) and will only provide details about the specific event.

The request participant who has been added to an existing support request can click on the view request link from the notification to consult the support request in the customer portal where all (current and previous) public comments are visible.

The purpose of having a customer portal is to drive the customer towards the portal to either submit a support request from the portal or consult an existing support request (where they are either the reporter or the request participant) including its history.