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How can I add Custom Fields to the Customer Notification Emails from Service Desk Cloud?

Janel Berning

From within my Service Desk project, I've found where I can edit the email templates the customer notifications use (Project Settings -> Customer Notifications -> Edit Templates), but cannot figure out how to add a custom field to either the subject line or the body of the message. Each place has a drop-down list to "Insert Variable", but none of the custom fields we created and added to our request types are available to select from these drop-downs.

Is it possible to add the custom fields to the drop-down lists? Or another way to get the custom fields added to the subject line (preferrably) or even the body of the message?

Thanks!

Accepted answers

Angélica Luz

Hello Janel,

Currently, it's not possible to add custom fields to customer notifications. We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-4642
- https://jira.atlassian.com/browse/JSDSERVER-4642
Please, click on vote and watch in order to hear about updates on the development cycle.

Regards,
Angélica

All comments

Angélica Luz

Hello Janel,

Regards,
Angélica

Janel Berning

Done & done. Thanks, Angelica!

John Tolle

Actually, it is possible, but only by using Automation instead of the normal built-in Customer notifications. Unfortunately, it takes a lot of work because it's necessary to recreate every notification event message as an Automation and then disable the original notifications.

In email messages sent via Automation, you can include any field you want, including custom fields, like: {{customfield_13520}}

How do you find out what the custom fields are actually called behind the scenes?

https://support.atlassian.com/jira-software-cloud/docs/find-the-smart-value-for-a-field/

Christian Sprenger

Thanks for the suggested workaround.

Most of the "regular" Customer Notifications we disabled and created Automations, as we can handle globally, without going to every single project to do adjustments.

Yes, it is huge work, for something Atlassian could fix easily, but then they cannot sell 3rd Party Plugins anymore and not make more money.

Nonetheless, thanks for your suggestion.

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