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

How to forward customer comment to approvers?



When a request is pending for approval, it is expected Approvers ask for details/motivation to customer.

My current custom workflow faces following issue: customer's answer to approver's question as a request comment is not forwarded to approver.

Notification Scheme is not an option, as approvers are no longer interested in receiving customer/agent comments after approval.

Is this a generic Service Desk limitation or is my setup incomplete?

Have you got ideas how to implement such "comment forward to approvers" feature in JIRA ServiceDesk either with Automation rule, Adaptavist Script Runner or any additional plugin?

Thank you in advance


3 answers

This seems like a simple enough thing, but Jira doesn't see that it's gotten enough traction to do. There's currently only one Suggestion similar open. Upvote if you want to be able to send comments on approval emails.

Hi @Yves Martin

Did you managed to solve this problem?


I have the same situation here.

I need to find a way to send the comment added to the approver, however, the notification rule does not allow adding the comment variable into the notification.


I have already added the approvers field on the notification scheme, under the Issue Commented" event, but the approver is not listed on the e-mail sent.



0 votes

Hi @Yves Martin,

My suggestion would be to set up an custom Automation rule that has the following Conditions:

  • IF Comment Added
  • Conditions: Issue Matches (change the JQL query to advanced to filter the attributes that would match your requirements).
  • THEN Alert User

This way, the automation rule would only notify the Approvers under specific conditions without them being spammed by notifications.

Hope this helps

 Hello @[deleted]

The "Alert User" action requires to hardcode user accounts, I cannot alert users in "Approvers" custom field.

The same way "Send an email" only proposes "Reporter (customer)" and "Customers involved"...

I wonder if an option may be to enlist "Approvers" into "Request participants" only for the "approval" phase...

Suggest an answer

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

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

290 views 2 9
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