Custom field value in customer notifications

Question

We field requests from users using a google form, which we've used google scripts to integrate with Jira and create an issue (service request with approvals) on its submission. The Jira issue would include all information from the form within the description field, and the customer notification that went out with approvals included ${issue.description} and approval buttons, so all the information was in one email and the approver could review easily.

We'd like to start using the JSM portal to receive these. We need to create multiple custom fields to contain the information needed in the request, but I can't find a way to include these fields in the notification email to the approver. Without it, the can't see all of the information submitted in the form without clicking through to the portal link, rendering the approval buttons at best pointless, and at worst confusing.

Is there a way to include custom fields in the customer notifications for approvals?

I saw this question was asked a few years ago and the response was 'no', but I'm hoping things have moved on since then.

Nick Read_3a3vyu · Answer

No, not really.

If I can't use custom fields in customer notification emails, I have to use automation rules with a send email action to the approver (as per your first comment).

But it doesn't appear possible to format the email out in Jira automation to include the approve/decline buttons.

Options therefore seem to be:

1. Use Customer Notifications without custom fields, but with approval/decline buttons

2. Use Jira automation to include the custom fields, but the approver has to click a portal link to approve/decline the request

FYI anyone in a similar position, here's a feature request for custom fields in customer notifications

Carlos Faddul_kqcedv · Answer

@Nick Read you can use the Customer Notifications and Edit "Approval required" and select the option. "Approvers must be signed in to use 'Approve' and 'Decline' buttons"

Then your email receive will be something like this.

I hope I helped you.

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Nick Read_3a3vyu · Answer

Hi Carlos. That would allow me to customise the fields in the email, but unless I'm mistaken I couldn't then include the Approval buttons. Is that correct?

If so it doesn't fix the overall issue of the approver having to click through to a portal link to approve, rather than being able to do so in the email.