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Comment with solution in the mail notification mail

Remco Oude Engberink

If I resolve an issue, type a comment and click "Resolve"

The costumer does get the mail notification. I want the comment I type to be included in the email notification. Our costumers do not make accounts. They just sent an email

and Jira makes the ticket.

The second picture the red arrow indicates where I want the comment.

Accepted answers

Alex Gay

To solve this, we used the 'customer notification / Public comment added'

In that template we include the status and the last public comment:

Beste ${recipient.name}

Uw melding werd bijgewerkt:
${comment}

De status van uw melding is: *${request.status}*

Met vriendelijke groeten
${event.user.name}

We don't use the 'request resolved' notification.

And when a ticket is going from status 'in progress' to 'solved' a public comment is required.
When 'solving' the ticket without being 'in progress', the public comment is optional

All comments

Jack Brickey

You can edit your notifications under project settings > customer notifications. Here is an example of what my Public Comment notification rule looks like

Remco Oude Engberink

I trtied that one. Apperantly it does not allow it

You can't use ${comment} with this rule. Check the variable dropdown menu for a list of variables you can use with this rule.

My options :

Alex Gay

To solve this, we used the 'customer notification / Public comment added'

In that template we include the status and the last public comment:

Beste ${recipient.name}

Uw melding werd bijgewerkt:
${comment}

De status van uw melding is: *${request.status}*

Met vriendelijke groeten
${event.user.name}

We don't use the 'request resolved' notification.

And when a ticket is going from status 'in progress' to 'solved' a public comment is required.
When 'solving' the ticket without being 'in progress', the public comment is optional

Jack Brickey

interesting I have it in my Cloud instance...

Remco Oude Engberink

Thats correct. I am editing the issue resolved notification.

not the public comment notification.

We have issues we can only solve by phone. So It would be nice to resolve the ticket

with the comment for a call back.

Our costumers have staff that are working night shifts or weekends.

So we ask them to call us during our office hours.

But I will look into the public comment . Thank you for your response.

Remco Oude Engberink

Thank you for your answer.

This is how I am going to tackle our problem.

Jerry Ryan Ishmael

Hey @Jack Brickey, that looks like a great idea for public comments. My concern is that is adds extra "noise" with every reply you get this header "$event.user.name comment" on top of each reply.

What do you think?

Jack Brickey

You can easily remove that. Basically, you can make the response be whatever you want using available variables and fixed text.

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