Customer notifications in JSM - Request Participants in templates

Question

Hello Atlassian Support,

We are configuring customer notifications in Jira Service Management Cloud and would like to display, in the email template body, the users added as Request Participants (ideally their email addresses or names).

We have tried using smart values such as: {{issue.requestParticipants.displayName}} or ${{issue.requestParticipants.displayName}}

However, these are either not rendered or do not return a usable format in the email.

Our questions are:

1. Is there any supported smart value to display Request Participants (or customers involved) in the body of native JSM email templates?
2. If so, what is the correct syntax?
3. If not, what is the Atlassian-recommended approach to achieve this?

Our goal is to make email notifications more transparent by showing who is included in the communication.

Thanks in advance.

Rilwan Ahmed · Accepted Answer

Hi @Irene López ,

Try this

Marc -Devoteam- · Accepted Answer

Hi @Irene López

I don't think this is possible in the default customer notifications, recommended is to use automation rules for this.

Use: {{issue.Request Participants.displayName}} in your email boy in na automation rule

So create a rule for your requirement, or rules and disable the default customer notifications as needed