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,

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you