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How to reference 'Reply to Customer' or public comment on JIRA

Habeeb Khan

I am creating an automation where I want to send an email to customer everytime I comment something in the 'Reply to Customer' block. However, there is no option in JIRA smart values to reference it. Can anyone please help with screenshots on how this can be acheived?

Accepted answers

Walter Buggenhout

Hi @Habeeb Khan,

There is a smart value {{comment.internal}} which returns false if a comment if a cmment is visible to customers.

You can use it as a condition in an automation rules with the smart values condition like this:

First value: {{comment.internal}}
Condition: equals
Second value: false

Hope this helps!

All comments

Walter Buggenhout

Hi @Habeeb Khan,

There is a smart value {{comment.internal}} which returns false if a comment if a cmment is visible to customers.

You can use it as a condition in an automation rules with the smart values condition like this:

First value: {{comment.internal}}
Condition: equals
Second value: false

Hope this helps!

Habeeb Khan

Hello @Walter Buggenhout Thank you so much for the help. I have attached screenshot. Is this all that I have to do? Or should add anything else before the email trigger? Also, is an IF loop needed here? Screenshot 2024-02-27 at 11.23.13 AM.png

Walter Buggenhout

Hi @Habeeb Khan,

Yes. That's it, but I don't get why you would do this. In JSM project settings > customer notifications there is an automatic notification being sent when a comment is added to a ticket with the comment itself included.

The automation rule you are setting just sends an additional email to that same person to tell him/here that there is a comment, without specifying what that comment is, with no information about the ticket itself and no link to open the ticket. If I were that person, I would consider this plain spam and suspicious activity 😉

So, why don't you just use the built-in notifications JSM is sending out automatically?

Habeeb Khan

Hello @Walter Buggenhout Thank you so much for letting me know about the in-built notification from JIRA for this use case. I guess I will just continue to use that one instead.

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