Possible to Add Insert Variable in Customer Notifications

[Santhoshraj Selvaraj]

Hi Team,

We have some requirements on Customer Notifications in Approval/Decline Mail.
Is it possible to add any variable or any other method for changing the Subject.

Else is there any template designs for creating our own Customer Notification templates.

Our requirements is adding Subjects as
{Issue Key} - {Issue Summary} - {Project Name} which should be acting as a variable, but we are unable to add custom fields in Subject or the body of the mail 

Please let us know if there is any alternatives

[Jack Brickey · Accepted solution]

Hi @Santhoshraj Selvaraj , you cannot change the subject, but it already has very close to what you're asking for. It should state the issue key in the summary. What you can do is edit the body to include more information, including the project by using the portal name variable. Have you looked at the capabilities of customer notifications and editing the approval notification? 

The other option would be to leverage automation to send a follow up email if needed. The final option I could offer would be to look at one of the email handler add-ons in the marketplace which would replace the built-in notification email handler.

[Santhoshraj Selvaraj]

I can do that. But the Project name will be filled by customers and we just want that value to be added in the subject.  @Jack Brickey 

[Jack Brickey]

@Santhoshraj Selvaraj , I don't understand "But the Project name will be filled by customers ..."? For example the following variable string placed in the body of the notification ...

The issue ${issue.key} ${issue.summary} for ${portal.name} needs your attention.

will result in something that looks like this...

The issue BB-8 Not enough traction in sand for Another IT project needs your attention.

where Another IT project  is the name of my JSM project, which is derived from the ${portal.name} variable.

[Santhoshraj Selvaraj]

We can make it. But the problem is we have like 5 workflow and one Portal Settings. 
So we can rename the project name to Summary, but Portal name will have 5 names as per workflow. So it would fail @Jack Brickey 

[Jack Brickey]

@Santhoshraj Selvaraj , I don't understand having 5 portals in a single project. There is only one portal per project. You indicated you want to specify {Issue Key} - {Issue Summary} - {Project Name} string in the approval notification. The notification provides those variables in the body of the email. I don't understand how the workflows would result in unique portal names. The Portal = the Project and is not associated with workflows. I'm rather confused.

[Santhoshraj Selvaraj]

Let me clear from my side.

As per your Idea, you are saying we can use key + Summary + Portal

But Our requirements is like

!! Issue Key cannot be changed 

!! Portal Name will be set to default which we set

!! Issue Summary can be renamed as Project Name which will be filled by customers.

So We have like 5 request types in the form and each request type should be sent with request type name in the Subject of the mail.

So that won't be possible right @Jack Brickey 

[Jack Brickey]

Indeed you cannot configure the Subject.