JSD Customer notifications: include all comments and description

[Claudia Nowak]

Hi dear community,

Our customers mainly use the e-mail channel to send us JIRA service desk issues. That means: All they usually look at is the e-mail notifications which are sent when a comment is added.They don't care about the portal so much.

They would like to see the whole history of a ticket (the description plus all comments from before) in every notification so to always be aware of the context of their latest notification e-mail. As far as I can see here, I can only add "${comment}" for the one last comment as a variable, but not the entire history of an issue.

Do you have any suggestions?

[Mikael Sandberg · Accepted solution]

What you could do is disable the customer notification and instead use an Automation to send that message. Automation can access all the comments via the  smart value {{issue.comments}} that you can use in the email response. This should return all the comments in the request:

{{#issue.comments}} 
Comment by: {{author.displayName}} at: {{created}} 
{{body}} 
{{/}}

[Claudia Nowak]

thanks, great idea!

Works well, only the e-mail itself is just a little less pretty because there are no styling options for the HTML here:

->

like in the normal notifications:

[Jamie Hamilton]

This is a great work around, thanks @Mikael Sandberg

But as you say it would be good to be able to add some HTML to the email!!

[adam_plummer]

edit

[Jenny Roberts]

Does this only show the customer visible comments? Obviously we wouldn't want internal comments shown on a thread going to a customer.