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JSD Customer notifications: include all comments and description

Claudia Nowak

Hi dear community,

Our customers mainly use the e-mail channel to send us JIRA service desk issues. That means: All they usually look at is the e-mail notifications which are sent when a comment is added.They don't care about the portal so much.

They would like to see the whole history of a ticket (the description plus all comments from before) in every notification so to always be aware of the context of their latest notification e-mail. As far as I can see here, I can only add "${comment}" for the one last comment as a variable, but not the entire history of an issue.

Do you have any suggestions?

Accepted answers

Mikael Sandberg

What you could do is disable the customer notification and instead use an Automation to send that message. Automation can access all the comments via the smart value {{issue.comments}} that you can use in the email response. This should return all the comments in the request:

{{#issue.comments}} 
Comment by: {{author.displayName}} at: {{created}} 
{{body}} 
{{/}}

All comments

Mikael Sandberg

{{#issue.comments}} 
Comment by: {{author.displayName}} at: {{created}} 
{{body}} 
{{/}}

Claudia Nowak

thanks, great idea!

Works well, only the e-mail itself is just a little less pretty because there are no styling options for the HTML here:

like in the normal notifications:

Jamie Hamilton_ekjx6j

This is a great work around, thanks @Mikael Sandberg

But as you say it would be good to be able to add some HTML to the email!!

adam_plummer

edit

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