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I am working on creating a JSM project for one of our teams.
They have requested to have email notifications which shows all the details/updates/fields so that the requestors do not have to login to portal/JSM. This is especially helpful if the external customers are creating tickets via email. Any idea, help. suggestions will be appreciated.
You have two options, you can either add more variables/fields to the customer notification, but that is limited to a subset of fields. Your other options is to turn off customer notifications and use automation instead, that would allow you to add any fields available on the request to the email notification.
Hi @Elif Alverson
I would suggest you use the Notification Template Editor, but this feature is included in the SLA Time and Report for Jira add-on. It would be more useful in your case because you can create your own notifications (for comments in issues and via SLACK) and have unlimited automation to control SLAs.
You can check how it works for you with a 30-day free trial. The app is developed by my team, so kindly let me know if you have some questions.
As stated by Mikael, we use Automation for Jira rule design to send out custom emails to the issue reporter. In the email body design you can utilize the SmartValue for issues to incorporate the fields that you wanted to include in the email notification. Here is the reference on smart values for issues:
Hope this also helps you.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team