Exclude a field from ${request.details} in Customer Notifications?

[Paul Madison]

We want to have ${request.details} on all of our ticket emails, but on one request we want to be able to exclude one or more fields from showing in the confirmation email that the customer gets?

[Petter Gonçalves]

Hello @Paul Madison

Thank you for reaching out.

Per your description, I understand you would like to edit the fields displayed in the customer notifications of a specific request type. Is that correct?

Although you can individually set most fields (As described here) instead of using the ${request.details}, it is not possible in Jira Service desk to edit the customer notification of a specific request type. Customer notifications can only be edited in a global way.

We have the following feature request to implement this possibility in the future:

Customize notifications per Request Type 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a possible workaround, you can use automation rules from Service Desk for certain events such as:

When: Issue Created
If: Issue matches -> "Customer Request Type" = X
Then: Send email

Let us know if you have any questions.