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Show Ticket Contents in Reply email

Hi Team,

Currently when a ticket is closed or responded to, it does not show the reporter what their original request was in the email they received.

Is there a way for me to display their original request in this response email?

1 answer

1 accepted

3 votes
Answer accepted

@Charles.Chaaya -

Welcome to the community.  In JSM, the notification (customer) is controlled via Customer Notifications via Project settings.

In the Customer Notifications UI, you will have a preset of different notifications, you can edit those notifications' content.  However, you can only add the variables provided in the dropdown list (ie: Summary, Description etc)

2022-08-02_23-29-05.png

In the Edit UI -  You can adjust the content user insert variables option -

2022-08-02_23-32-47.png

2022-08-02_23-32-19.png

However, a customer can simply click on "View Request" once he/she receives the notification to access their issue to see the details by default. So adding addition content may be unnecessary.  It will be your call.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph! 

 

Thanks a lot for your extensive response. I somehow missed that dropdown but that's good to know. The reason I asked is because most of our reporters do not have an account setup with Jira and therefore the "View Request" option isn't a very plausible solution for these users. Adding the request in myself will allow these users without accounts to see there request.

This becomes increasingly helpful when they have sent multiple requests :)

I appreciate your quick reply!

Great... If my suggestion helped you.  Please click on Accept answer when you have a chance.

Best, Joseph

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