In the resolution screen, the agent add a comment for the client. How can I include these comment in

Question

In the resolution screen, the agent add a comment for the client. How can I include these comment in notification.

I have added : ${comment} - Working fine if comment is there, but showing ${comment} if comment is not there.

We are using "Email this Issue" plug-in for all notifications.

Is it possible to capture both Resolution value or Comment or any one of them which is updated by agent?

Note: Resolution field is mandatory but not comment and we want to share resolution comments with customers, If no comment then Resolution field value.

Fabian Lim · Accepted Answer

Hi @RG

I haven't used the plugin you mentioned, but another option would be to use jira automation and send email notifications with smart values: https://support.atlassian.com/jira-software-cloud/docs/smart-values-general/

Regards

Boris Berenberg - Atlas Authority · Accepted Answer

In Notification Assistant for Jira we support this using the Include field changes option in our Template configuration. This then adds the comment field if it is used, and skips it if it isn't.