Email templates: Different fields for different requests

[Benjamin Leidner]

Hi all-

I have a Service Management project with all the usual IT-related requests: file/folder access; application access; database access, new laptop request, etc.

When the request is for folder access, I want the notification email (for agents, approvers, requestor...) to have the folder list, the approver list, and other info relevant to folder access;

When the request is for database access, I want the notification email (for agents, approvers, requestor...) to have the database list, the approver list, and other info relevant to that database access;

When the request is for a new laptop, I want the notification email (for agents, approvers, requestor...) to have the info relevant to that request.

Etc.

Is there a way to adjust the fields in my notification emails based on what is being requested?  It doesn't make sense to include unnecessary fields in all the emails (like "folder list" if the request is not for folder access).

Thanks,

-Ben

[Fabian Lim · Accepted solution]

Hi @Benjamin Leidner

You can use Jira Automation to customize your notifications for the request types and various roles.  Take a look at this video tutorial: https://youtu.be/ccWTIgdnQqE

If you use automation, you may have to disable some of the customer notifications that are set by default.  

Regards,

Fabian

[Benjamin Leidner]

Hi Fabian.  Thanks for your reply, I will review that video.  For default approval emails, I noticed that the email just has the issue key and the summary.  Most of the time, this is not enough information for the approver to be able to review and approve, so they have to open the ticket for additional info.  I am trying to avoid this.  I believe if I use automation, I lose the standard "Approve," "Decline" buttons and I want to keep those.

[Benjamin Leidner]

Hi Fabian.  I've looked at automation for this but I don't think it accomplishes what I need. By default, an email goes to an approver containing an easy "approve" button.  But if, for example, the request is for folder access, the approver still needs to open the ticket to view the details before they can approve.  The email approval is a really nice feature but loses most of its value if the approver can't see the request they are approving directly from the email.  Or am I missing something?  

Thanks,

-Ben

[Fabian Lim]

I agree.  This is an issue that Atlassian needs to address in the future.  

You can use third party plugins as well like herzum that would accomplish the full functionality you are looking for which provides all the customizations and approval button.  

[Benjamin Leidner]

Thank you, Fabian.  I'll look into herzum but it's a shame the answer is a third party plug-in.