At times clients send in multiple tickets and have a hard time keeping their requests straight when we respond. They have to log into Atlassian to read the entire ticket. Is there a way to add their request or initial question to the emailed response?
Sure,
If you go to Project Settings > Customer Notifications
Select whichever event you would like the information in
${issue.description} will grab the description. This is how we have ours set up
I use https://docs.codebarrel.io/automation/smart-fields/extracting-issue-data.html to find available values
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