Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

0 votes

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.

Why cant we use it? Is a basic feature we should have.

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events