Showing comments in internal notifications

[ckopanon]

How do I change this so the comment/mention action shows up within the email notification?

[Arkadiusz Wroblewski · Accepted solution]

Hello @ckopanon 

If you mean the internal / agent-side emails, those are usually driven by the Jira notification scheme, not the customer notification templates.

So I would first check whether the relevant event is actually configured there, for example:

• Issue commented
• Issue updated
• Current assignee / watchers / mentioned users

Also worth keeping in mind: in JSM Cloud, internal notification behavior can get tricky when the same person is also acting as a customer on that request. Atlassian has a KB explaining that agents who are reporter / participant / approver may not receive internal notifications the way you would expect. 

I would check:

Project settings → Notifications

whether the user is an agent only or also a customer/request participant

and whether you actually need Automation → Send email if you want more control over the email content

If your goal is specifically to change the built-in email layout so the comment body is shown differently, that is much more limited in Cloud as many thinks.

[Igor Medeiros - Modus Create]

Hi @ckopanon

As Arkadiusz mentioned, the email layout for Cloud has limitations to customization.

However, if you are looking for a solution that allows you to have fully customizable templates, schemes, and more, then I believe Notification Assistant can offer you that.

Feel free to reach out!