Comment to customer not displayed in email notification

John.Cockerham

When a issue is resolved SD automatically send the customer a email with the change of status.  SD is not sending "Respond to Customer" comments via email, but they do show up in the portal.  There is no ${comment} attribute available in "Request resolved" email template.  How do you get SD to add these comments to emails?

Petter Gonçalves

Hello @John.Cockerham

Thank you for reaching out.

Unfortunately, it is not possible to include the comment added when resolving an issue on the same request resolved notification. We have a feature request to allow this option:

Comment in Request Resolved notification 

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

To work around this lack, you can create a custom notification (Using Jira SD Automation) to send an e-mail when a public comment is added to the issue, so a notification will be sent to the customer when the comment is added at the resolution screen.

P.S: You can also use a condition in the automation rule to send the comment only when the issue is in a specific status or have a specific field, so you can use this to trigger the automation only when the issue is being solved.

Let us know if you have any questions.