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

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Email Customer notification - Add closure reason for closed tickets

Hello everybody,


I tried to configure that customers do get a email notification if the ticket will be closed with the closure reason mentioned. (Customer-visible status changed)

The tickets show orders that are either declined, released or released with condition when they are closed. Therefore it would be important for us that the closure reason of the ticket is shown to the customers.

Does anyone know how I can show this in the email notification?


Thank you very much in advance.


Best regards,


1 answer

1 accepted

0 votes
Answer accepted
Jack Brickey Community Leader Jan 20, 2021

One approach I would consider is to automate a public comment based on Resolution. This of course requires an addon in server but my experience is that most server instances have such a tool. 

Hi Jack,

thank you for your idea. That's a good way. We'll look around after that and see how we implement it.

Best regards, Amelie

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

241 views 1 2
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you