Comment history in customer email notifications

[Simon Zunic]

Hi, I'm using "Jira Service Management". The customer would like to get an email notifications, which includes the full history of comments related to this incident. Are there any option to achieve this?

[Marc -Devoteam- · Accepted solution]

Hi @Simon Zunic 

You could create an automation rule based upon a manual trigger.

Then add an email action where in the body you specify the smart value,  {{issue.comments}} to pull all comments from that issue.

[Simon Zunic]

Hi Marc, sorry for the late response and thank you for your help. It works! Final version of the code is as follows:

{{issue.description}}

{{#issue.comments}}
**Author:** {{author.displayName}}
**Date:** {{created}}

{{body}}

---

{{/issue.comments}}

[Milan Dhakal]

can you please share the automation screenshot that you created?

[Marc -Devoteam-]

Hi @Simon Zunic 

Based on your screenshot, add conditions to the rule.

• Comment internal/external
• User condition check

[Simon Zunic]

Hi Milan, here you go:

[Milan Dhakal]

Thank you so much Simon, really appreciate it, Is there any way to do run this rule only when agent adds the comment not the customer/reporter?

[Shane Gallen]

Milan, you can use the user condition to check who created the comment in combination with checking whether the comment is public vs internal