Looking for way to include "Issue Summary" when Mentioning

So for a little context, we are using Jira Service Desk to alert PagerDuty when a ticket meets certain criteria. However, all that is sent in the header is a message  resembling this:

"[JIRA] Service Desk mentioned you on SHD-1111 (Jira)"

 

so the person being paged has no context when they receive the message. Is there a way to include the "Issue Summary" in the Mention notification? Thanks!

1 answer

Hi Andrew,

You can setup what kind of informatiions you'd like to send editing "Custumer Notification" as a image below:

1º Edit templates= you can insert your company logo, some variables and customize the html.

01.png

02.png

2º Edit (RULES) = you can include some variables like: reporte, summary, description, key, status, etc.
You can formatting the text effects, and decide who will receive the message.

03.png

https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/customize-the-notifications-you-send-to-your-customers

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/change-the-look-and-feel-of-your-customer-notifications-with-html-css-and-plain-text-templates

Regards,

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