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Possible to Add Insert Variable in Customer Notifications

Santhoshraj Selvaraj

Hi Team,

We have some requirements on Customer Notifications in Approval/Decline Mail.
Is it possible to add any variable or any other method for changing the Subject.

Else is there any template designs for creating our own Customer Notification templates.

Our requirements is adding Subjects as
{Issue Key} - {Issue Summary} - {Project Name} which should be acting as a variable, but we are unable to add custom fields in Subject or the body of the mail

Please let us know if there is any alternatives

Accepted answers

Jack Brickey

Hi @Santhoshraj Selvaraj , you cannot change the subject, but it already has very close to what you're asking for. It should state the issue key in the summary. What you can do is edit the body to include more information, including the project by using the portal name variable. Have you looked at the capabilities of customer notifications and editing the approval notification?

The other option would be to leverage automation to send a follow up email if needed. The final option I could offer would be to look at one of the email handler add-ons in the marketplace which would replace the built-in notification email handler.

All comments

Jack Brickey

Santhoshraj Selvaraj

I can do that. But the Project name will be filled by customers and we just want that value to be added in the subject. @Jack Brickey

Jack Brickey

@Santhoshraj Selvaraj , I don't understand "But the Project name will be filled by customers ..."? For example the following variable string placed in the body of the notification ...

The issue ${issue.key} ${issue.summary} for ${portal.name} needs your attention.

will result in something that looks like this...

The issue BB-8 Not enough traction in sand for Another IT project needs your attention.

where Another IT project is the name of my JSM project, which is derived from the ${portal.name} variable.

Santhoshraj Selvaraj

We can make it. But the problem is we have like 5 workflow and one Portal Settings.
So we can rename the project name to Summary, but Portal name will have 5 names as per workflow. So it would fail @Jack Brickey

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