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Communication from Sub-tickets (JSM - Data Center)


We are investigating the possibility of using Jira Service Management in the Data Center version.

We have some question about communication from sub-tickets:
1. when comment is sent in sub-ticket, does the mail also show the parent ID number?
2. how to are comments assigned to sub-tickets properly and not to all sub-tickets when comment is set by customer?

Thanks in advance.

1 answer

0 votes
Ivan Lima
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 03, 2023

Currently, it's not possible to link sub-tasks with a JSM request type, which means that customers won't be able to see them. By default, internal notifications sent from sub-tasks only display the sub-task issue key, title, and fields, not the parent issue key. However, if you have a custom field that contains the parent key information, it can be added to the email notifications. Just to let you know, this is a custom setup, as you can also customize your email notification templates, among other configurations, but it's a different conversation.

When a customer comments on a request type, it will only be visible on the associated issue/request type, not other child/sub-tasks or linked issues. If you want to implement this behaviour, you can set up automation to achieve it, but again, it's customization.

The JSM Data Center is highly adaptable. You can further extend its capabilities through several different marketplace apps, which are the best options for customization and extension.

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