Alternative variables for 'issue resolved' email

Question

The current default message in ServiceDesk when an issue is resolved is set to

${event.user.name} resolved this as ${issue.resolution}.

How do I ensure the last comment (assuming this is the solution the customer is looking for) is also copied into the email?
I can't seem to find the right variable for that.

Meg Holbrook · Answer

Sorry for the confusing message, I wasn't using my whole brain to think it through before replying to you.

I can say with certainty that if you have your template set up with the comments field inserted, it will show that comment in whatever resolution email you are generating. This should come out as one email, but you have to be careful about how your triggers are set up.

If you have an email set to go out whenever a new comment is added, but you also have an email set to go out during the transition to resolved, they will likely get two.

What you will need to do is ensure that the public comment added ONLY triggers if the comment is the primary action. This will ensure that your transition to resolved comment is the only one getting sent.

I hope I'm making sense here, it's early on another Monday!

Another thing to keep in mind, since this is a lived experience on my help desk: if there are any screenshots included in your resolution, the customer may still have to log in to view the full-size versions of those screen shots if you have thumbnails turned on.

Joris Schellekens · Answer

I'm not quite sure I'm following what you're saying here.
So it can be done?

Things to avoid:
- double emails (one sent out by servicedesk and one by jira email handler, etc)
- customers having to log in to our jira to see their issues

At the moment, our customers are used to receiving email support.
And before rolling out a new system entirely, we would like to explore the option of remaining at least backwards compatible with the current workflow.

Kind regards,

Joris

Meg Holbrook · Answer

I should walk back part of my statement and point out that if 'message content' is part of your templates, it will display in your resolution email assuming you have made a customer-facing comment.

This is true for all comments placed during a transition.

You can make modifications to the formatting of your templates to place it nearly anywhere you'd like.