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Jira Service Desk add all Comments to Approval E-Mail


I`m new to Jira and want to display all comments from an issue in an approval e-mail.


The workflow is for example:

- Employee creates issue because he needs new hardware

- IT-worker comments the issue and says makes sense or doesn't makes sense and set the issue to approval

- boss gets notification that there's an issue which needs approval, but without comment from the IT-worker


is there any way to solve this without any plugins? I can edit the notification but there is no variable for the comments in the issue.


Best regards

2 answers

This is a feature that doesn't get a lot of traction on the Suggestions forums. Go upvote! It's the only one of it's kind open for Service Management/Desk at the moment.

Without any aditional plugin... I would probably resolve to use a special dashboard for your boss where only the issues that he needs to aprove are displayed (I take that he has access to Jira).

In this scenario he would have this dashboard open in a separate tab and he could check it as he checks the email. If any issue pops up there he can simply click and enter the view issue screen, where he could procceed to aprove or reject the proposal.

This is not perfect but has a plus side, wich is traceability that the aproval was indeed given by your boss' user. The workflow could also have a condition where only that user is allowed to aprove or reject an issue.

I hope this can help you a bit.

My Goal is, that my boss doesnt have to open Jira. 

He doesnt have access for jira jet and I'm not sure if I want that.

If you know any plugin that only adds a few variables to the approval notifiaction i could use that too. 

I already looked into Email this issue but it is way to overpowered for my case


Or if I could add a custom field, it would be great

Sure, If you don't mind to use a plugin I can recomend you a very simple one (and free) called EMAIL PF. 

With it you can configure templates and set it up so at a given point in your workflow an email is sent to your boss. You'll have to check the documentation to see if you can add the comments to the template but what I'm sure of is that you could use any custom field in your template so at the very least you could add a custom field where you compose a summary of the information your boss needs to check and use that.

I've been using this plugin for the last 3 years and I'm fully satisfied so hopefuly it suits your needs aswell.

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