How to automate an email with a list of all comments on an issue

[Michael Strong]

A lot of our design team need to "book out" specific issues as they prefer to work offline rather than online, so we often use a pre-made automation system that allows them to receive an email with that issues:

• Description
• Attachments (Links)
• Details (Name of Reporter, date and time created etc.)
• And most importantly, a list of all comments sent into the issue. 

The problem is that when using {{issue.comments}}, the output of the comments is as below:

All I know regarding this issue is that the extra detail is due to how Jira handles signatures using PNGs and so forth. Using {{issue.comments.html}} makes it return blank. Was wondering if there's another way to have the comments come out in a more clean fashion, whilst also including: the commenter's name, time the comment was posted, and any other information.

[Joseph Chung Yin]

@Michael Strong -

Take a look at the following smart value syntax regarding to issue comments (this is also documented in the on-line documentation - https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/) - Just look for {{issue.comment}}

I have used it in Automation for Jira rule using the Send Email action

This is what the email notification that I obtained based on the automation rule testing -

Hope this gives you some ideas.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Michael Strong]

I've used this method before, but this is the output. Still with that annoying HTML syntax on issues with more email comments from customers:

From my research, I learned that using ".html" at the end of some syntax could work (my automation uses {{issue.description.html}} successfully,) but it doesn't work for comments. Is there any other method we're missing?

[Boris Berenberg - Modus Create]

Notification Assistant for Jira supports up to the last 10 comments in a template if you want something a bit better looking:

[Michael Strong]

I'm not in the market for another application at the moment sadly. Thank you for bringing this to my attention through.

[Shan McQuown]

@Boris Berenberg - Modus Create This template is perfect for what I am looking for, but I can't seem to figure out how you built it. Is there anyway you can share it with me please? 

[Boris Berenberg - Modus Create]

This is the default Comment template in Notification Assistant for Jira with the last 10 comments enabled. Feel free to contact our support team (https://atlasauthority.atlassian.net/servicedesk/customer/portal/1/group/1/create/1) if you need help. 

[Shan McQuown]

@Boris Berenberg - Modus Create I reached out to support. I do not have the option to enable last 10 comments in advanced settings and my default template doesn't look nearly as good as yours when previewed. 

[Boris Berenberg - Modus Create]

Hi Shan,

Actually I realized that I said it wrong. That screenshot was a customized version of the Single Issue Template and I added the Last Commented field to it.

Do you have Issue Commented as a trigger in your notification? I believe this is required to get the 10 comment option to appear.