Can a customer notification contain all previous comments?

Question

When we add a recipient to a ticket and when we share a comment, we'd like the customer to receive a summary of all previous comments. Is that possible?

In general, can a automated message from Jira contain a summary of all comments iso only the last one?

Christian Happel · Answer

The smart-value in general is the right approach, but in order to get the content of EVERY past comment into the email you will have to do it like this:
{{#issue.comments}}
{{body}}
{{/}}

What I haven't figured out yet is how to only include customer-facing comments, and not show internal comments.

So if someone could help here, that would be great.

Dave Mathijs · Answer

Thank you @Ashish Bijlwan for sharing this workaround via automation.

The Issue commented trigger would however send a notification each time a comment is placed, not solely when a request participant is added.

You could change the trigger from Issue commented to Field value changed

Ashish Bijlwan_zogaqs · Answer

Hi @Aldona Akkermans

Don't think that we can get the summary of all comments but we can send the email to the customers including all the previous comments from the ticket by setting up the Automation Rule.

{{issue.comments}} is the smart value that needs to be add under the email content of Automation Rule as shown in the below screenshot.

For more on the smart values kindly refer: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Thank you,
Ashish