Adding Comment and Status in a Transition when emailed


I have a "Respond to customer" transition in our workflows which is attached to a empty screen with a comments section (see below)




When I Respond to customer using this transition the customer will get the following email



Shown in red is the comment that was added in the Respond to customer transition, this is confusing for the customer as it is showing the comment under "Previous activity". I would much rather the comment be shown more like the screenshot below (which was added when adding a comment with the default comment button).




As you can see this shows the user the status and comment in a more fashionable way. How do I setup this workflow to send an email like the one above when excuting the "Respond to Customer" transition?


Below is a screen shot of my "Respond to Customer" transition post function settings.





Any help appreciated and Im happy to provide more information if needed.




3 answers

1 accepted

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Accepted answer

You could modify the outgoing email templates:


However, I would recommend JEMH for this

I ended up installing the plugin and created some email templates and added these to the workflow transitions, after turning off the default service desk notification scheme I now only get emails created with the "Email This Issue" plugin via the worlflow transitions. You can also have else email templates sent when a event action happens (pretty cool)

I defiantly recommend this plugin for anyone else wanting to do the same thing, I looked at JEMH and it seemed to be a overkill for what I want to achieve.



Steven Behnke Community Champion Sep 23, 2014

Thanks for posting back with a detailed example of your solution!

Forgot to mention I'm using Service Desk 2.0.2 and JIRA v6.3.5a

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