Service Desk: how to alert a customer AND include the description/details

[Doug Swam]

Separate business unit needs copies of new tickets of a certain request type. I've added their department email distribution-group email address as a project customer to allow alerts/mentions. Automation to alert on creation of ticket type does not include any ticket details.

[Petter Gonçalves]

Hello Doug,

As you may know, JIRA Service Desk customers are configured with a different set of notifications, since they have limited access to the ticket fields and content.

That been said, you can perform the following steps to properly configure your customer notifications to return fields like to summary and description of the ticket created:

- Navigate to your Service Desk project > Project Settings > Customer notifications

- Click to Edit the Request Created notification

- In the content section, click on Insert Variable to open a select list of the fields you can add to the notification.

- Add the fields you want and click on Save

For more information about customer notifications, you can check the documentation below:

- Configuring service Desk notifications

Let me know if this information helps.