Custom field value in customer notifications


I read through some earlier posts in the community but could not find a definite answer to this problem.

Is there currently any way to use other variables in the customer notifications, preferably custom fields? We would like to add a custom field value (if filled) to the subject of our customer notifications but i couldn't find a way to do this.

We are currently using JSD 3.8.2 and Jira Software 7.5.1 if this is of any help.

2 answers

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Hi Julian,

Within the native Jira and Jira Service desk code, there currently is not a way to do this.   But there is an existing feature request for this functionality in JSDSERVER-4642

It might be possible to use a 3rd party plugin to Jira to extend the current functionality of this a bit.  In a quick search I found a few different plugins that might have this ability, for example: Jirassimo Email Reminders Notifications seems to have this ability.   There might be other solutions in the Atlassian Marketplace as well.



Hi Andy,

that's a bummer. I will look into some of our options within the Atlassian Marketplace. Nethertheless: Thanks for this quick heads up!



Jirassimo notifications is quite good when it comes to creating tailor made notification messages. 

We use it for creating very dynamic messages, and any field your JIRA issue has could be used in the message

True that a bit of knowledge around the Velocity templating is needed...

Hi @Julian K.

You can try our add-on Jirassimo notifications to get customfields into ServiceDesk message template. We support variety of fields and if there's something missing, we'll promptly add them.



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