Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

insert issue description into comment

Hi There,

I thought this answer must exist but I cannot find anything that helps me via searching.

I am on JSM Cloud and I want to know if we can use e.g. smart values, or some variable values when writing "reply to customer" comments on issues.


What I specifically want to do is include e.g. the issue description as a footer of the comment, or include the last comment body text, or possibly the full comment history.


I am aware of smart value options like:


{{#issue.comments.reverse.body}} 2Comment by: {{author.displayName}} at: {{created}} 3{{body}} 4{{/}}

However, I tried inserting these into a comment and this doesn't work to input the field contents. I only get the text printed as is above.


It seems like I can't use smart values or variables in the comment box itself. Is this true?


One option would be to modify the templates for each notification. But it may be that depending on the comment being sent we want to include different text fields (i.e. not always the description if you've been sending multiple comments back and forth already, and the whole comment history may get very long). So I'm not sure this option exactly addresses our needs.

Thanks in advance for any insights.


1 answer

0 votes

Hello @Steph Bannister,

Thank you for reaching out to Atlassian Community!

When it comes to Customer notifications, currently, it’s not possible to add the previous comments or the description when adding a new comment.

Customers will receive the notification only with the new information.

There is a feature request suggesting the implementation of this ability:

Please, click on vote and also watch to receive updates from our product team.

The smart values that you mentioned, will work on the Automation. On the Customer notifications, it’s only possible to use variables and it’s necessary to add it on the template itself, not in the comment box.

What you can do, in this case, is to create automation and execute it when the customer needs the history.

Go to Project settings > Automation > Automation and create one using the “Manual trigger”. This is a simple example:

Screen Shot 2021-06-25 at 16.53.19.png

Then, it can be executed directly in the ticket when necessary:

Screen Shot 2021-06-25 at 16.58.19.png

Screen Shot 2021-06-25 at 16.56.08.png

Hope this helps!

Kind regards,

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

162 views 0 3
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you