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Do smart values not work in customer notifications?

I want to set up the customer notifications so it shows all ticket comments. According to the smart value list, I should be able to use {{issue.comments.last.body}}.

But it doesn't look like notifications will take smart values? Seems to only work with the dynamic variables in the dropdown.

1 answer

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Hello @Joel Bradley

Thank you for reaching out.

Smart values are only applicable to the Automation rules of Jira, so they can not be used on the customer notification template.

In fact, the only variables that can be used in the customer template are the ones suggested in the drop-down, as you mentioned. We have a feature request created to add more variables there:

Add more variables in Customer notifications

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a workaround, you can turn-off your customer notifications and use Jira automation to send them, where you can use smart values to reference any fields. That being said, consider the following information:

  1. Keep your automation rules to send notifications restricted to each project (Don't use global rules).
  2. It's more difficult to manage notifications through Automation rules. Make sure you have named it in a way you (or your team) will be able to easily identify.
  3. A high number of automation executions can cause performance issues in your site. Preferably, apply the workaround only to specific customer notifications, not for all.

Let us know if you have any questions.

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