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Customizing Jira Service Desk Approval Emails with Approve/Decline Buttons

Asya_27jbmh

Dear community,

I’m facing the following issue in Jira Data Center (Service Desk):

I would like approvers to receive an email notification when the issue transitions to the approval status. However, the email should include additional non-default fields (for example, custom fields that are not normally visible in the default approval notification).

At the same time, it is important that the email still contains the built-in Approve and Decline buttons available in the standard Jira approval emails.

Is it possible to create such a customized approval email using native Jira functionality or ScriptRunner, while preserving the Approve and Decline buttons?

Accepted answers

Marc -Devoteam-

HI @Asya

Yes this is possible.

In the project settings of the JSM projects, go to the section "Customer notifications", choose the Approval required notification and edit the content of the notification,

Nikola Perisic

Hello @Asya , this can partially be done when you go to Space Settings -> Notifications -> Customer notifications -> Approval required

Screenshot 2026-04-09 at 15.29.49.png

From the picture you can see that there isn't an option for adding your custom field. Even if you try with options like ${issue.customfield_XXXX} it won't present the value itself.

John Funk

Hi Asya,

Prior to JSM Cloud incorporating this as a normal function (not sure if DC has done that not, but check that first), I created this article on how to do it with an automation rule. You can modify as needed to fit your use case/tools.

https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699

All comments

Marc -Devoteam-

HI @Asya

Yes this is possible.

In the project settings of the JSM projects, go to the section "Customer notifications", choose the Approval required notification and edit the content of the notification,

Nikola Perisic

Hello @Asya , this can partially be done when you go to Space Settings -> Notifications -> Customer notifications -> Approval required

Screenshot 2026-04-09 at 15.29.49.png

From the picture you can see that there isn't an option for adding your custom field. Even if you try with options like ${issue.customfield_XXXX} it won't present the value itself.

Asya_27jbmh

Thank you Nikola, Do you have any info how I can use ScriptRunner in this case?

Asya_27jbmh

Thank you Marc

John Funk

Hi Asya,

https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699

Marc -Devoteam-

Why would you need scriptrunner?

You can do this on using automation, see this article: https://community.atlassian.com/forums/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699

You might be able to duplicate this in Scriptrunner.

Nikola Perisic

Have you checked the article: https://community.atlassian.com/forums/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699 by @John Funk ? @Marc -Devoteam- also mentioned this article.

For the ScriptRunner, you would use a listener on the even Work item updated. Replace the values from the script to match your custom field ID. To find your custom field ID, you would need to get to Context and values and in your URL you will see the ID.

// Event: Work Item Updated / Issue Updated

def eventIssue = Issues.getByKey(issue.key as String)

// Guard: only run in your JSM project
if (eventIssue.projectObject.key != "SD") {
return
}

// Guard: only run in approval status
if (eventIssue.status.name != "Waiting for approval") {
return
}

// Read your custom field by name
def businessJustification = eventIssue.getCustomFieldValue("Business Justification")?.toString()

if (!businessJustification) {
logger.info("No Business Justification value, skipping notification")
return
}

// Read approvers field
// Replace with your actual approver custom field name if needed
def approvers = eventIssue.getCustomFieldValue("Approvers")

if (!approvers || approvers.isEmpty()) {
logger.info("No approvers found, skipping notification")
return
}

// Optional: avoid duplicate sends
def alreadySent = eventIssue.getCustomFieldValue("Approval Reminder Sent")
if (alreadySent == "Yes") {
logger.info("Reminder already sent, skipping")
return
}

// Build recipient list from accountIds
def accountIds = approvers.collect { it.accountId }.findAll { it }

// Build notification payload for Jira notify API
def payload = [
subject: "Approval needed for ${eventIssue.key}: ${eventIssue.summary}",
textBody: """Approval is required for ${eventIssue.key}

Summary: ${eventIssue.summary}
Business Justification: ${businessJustification}

Open request: ${baseUrl}/browse/${eventIssue.key}
""",
htmlBody: """
<p>Approval is required for <strong>${eventIssue.key}</strong></p>
<p><strong>Summary:</strong> ${eventIssue.summary}</p>
<p><strong>Business Justification:</strong> ${businessJustification}</p>
<p><a href="${baseUrl}/browse/${eventIssue.key}">Open request</a></p>
""",
to: [
users: accountIds.collect { [accountId: it] }
]
]

// Send notification
def resp = post("/rest/api/3/issue/${eventIssue.key}/notify")
.header("Content-Type", "application/json")
.body(payload)
.asString()

if (resp.status >= 200 && resp.status < 300) {
logger.info("Notification sent for ${eventIssue.key}")

// Mark as sent so it does not resend
eventIssue.update {
setCustomFieldValue("Approval Reminder Sent", "Yes")
}
} else {
logger.error("Notify API failed: ${resp.status} ${resp.body}")
}

Replace

Igor Medeiros - Modus Create

Hi @Asya

Adding to what Nikola and John sent, the JSM Customer Notifications editor doesn't expose `${issue.customfield_XXXX}` for arbitrary custom fields, which is the wall you're hitting. ScriptRunner listeners and Automation rules both work around it but cost you the native Approve/Decline reply flow.

On Data Center, our app Notification Assistant for Jira Data Center renders any custom field in approval emails and keeps reply-by-email approval, so approvers still get one-click Approve/Decline.

Feel free to reach out if you'd like to see the setup.

Asya_27jbmh

Thanks Igor, I didn't know about such a plugin.

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