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Is there a way to send entire issue history when resolved?

I am trying to send copies of issues to external system via email.

I've been able to create the automation but unable to send all the issue history/content.

Is there a easy catch-all field that will email all the ticket details across including customer comments and internal comments?

Thank you!

5 answers

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Answer accepted

Hello Adam,

Thank you for reaching out to Atlassian Community!

Testing on my local site, I wasn't able to find a way to email the entire ticket with internal comments.

The workaround for that would be using an add-on like Email this issue, where you can send emails to external people and it will show the values of custom fields and comments. I'm sure about the internal comments, to be honest, but as per their documentation, it is possible.

This add-on is compatible with Cloud Standard and Premium only. 

Other than that, you can add the people you need as participants on the ticket, they will be able to see the ticket in the customer portal, but some details will be hidden as internal comments and some custom fields.

Regards,
Angélica

Thanks for the information keep sharing such informative post keep suggesting such post.

aessuccess

Hello @Adam King 

In the add-on developed by my SaaSJet team - Issue History a function to filter the changelog by one issue is already added. So you can get the changelog for a particular issue only just in a few clicks.

IH1isssues.png

Hope it helps

Best regards, Mariana

0 votes

Hi @Adam King 

As an alternative, you can try Issue History (developed by my team). It lets you get the full changelog about each issue. You can export its data, sort and send it to external users. 

Regards

Service Management Notifications not sent on Resolved or Reopened Requests  The Reporter is able to receive all other notifications, such as when  What this means is that the Resolution field must be set to a certain value  Update change history for an issue and store the issue in the database.

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