Include resolution text in notification email

david.martinez.lopez February 8, 2019

Good morning

Please could you tell me how I would have to configure the notifications to the client so that the resolution email includes the resolution text (as a comment) indicated by the technician?

Thank you

1 comment

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 8, 2019

if the agent is using resolve issue transition action then they should be presented with a comment field that is public. If they are not seeing this you need to change the resolution screen to include the comment. If it is there and they fill in the reason then the customer will see it. If they are adding the resolution into an internal comment and then resolving and not filling in the public comment then the need to change their method. Below is an example of what a one of my resolution screens look like.


Dan W March 2, 2021

@david.martinez.lopez We are not getting the resolution details in our resolved email either.  Did you ever get this fixed?

david.martinez.lopez March 3, 2021

Hello, finally and without intervention, the problem has not recurred.
Thank you very much for your attention.


Log in or Sign up to comment
AUG Leaders

Atlassian Community Events