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  1. Jira Service Management Data Center
  2. JSDSERVER-2044

As a Service Desk User, I would like notifications to contain the request history

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently, Service Desk notifications will only contain the data relevant to the event that has triggered the notification.
      In order to have a complete overview on mail, having historic data available in the mail notifications would be very convenient to have.
      In particular when forwarding this email to another person to inform them of the reqest, and the history within.

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            [JSDSERVER-2044] As a Service Desk User, I would like notifications to contain the request history

            John L. Olesen added a comment -

            +1 This would be a great feature! Zendesk got it and it is nice!

            John L. Olesen added a comment - +1 This would be a great feature! Zendesk got it and it is nice!

            Jesper Møller Madsen added a comment -

            +1 This would be a great feature! Zendesk got it and it is nice!

            Jesper Møller Madsen added a comment - +1 This would be a great feature! Zendesk got it and it is nice!

            Zeynep Ö. added a comment -

            Any update on this issue?

            Zeynep Ö. added a comment - Any update on this issue?

            Lewis Perrin added a comment -

            +1 to this

            Lewis Perrin added a comment - +1 to this

            Vladimir Horev [Raley] added a comment - - edited

            We support this feature in Raley Email Notifications . Here's a link to our wiki with message template that can accomplish this.

            Rendering issue changelog

            Vladimir Horev [Raley] added a comment - - edited We support this feature in Raley Email Notifications  . Here's a link to our wiki with message template that can accomplish this. Rendering issue changelog

            Mamdouh Elbittar added a comment - - edited

            so if you open a ticket with JIRA service desk team this feature is enabled and working, but if you buy the product it is not

            kind of hard to understand and explain

            Mamdouh Elbittar added a comment - - edited so if you open a ticket with JIRA service desk team this feature is enabled and working, but if you buy the product it is not kind of hard to understand and explain

            Chris added a comment -

            +1 for this feature.

            We have a lot of customers end-users who either do not have access to the web portal, or are not able to see the entire issue history due to restrictions on their local networks (i.e. blocked websites).

            Having the FULL history of the issue, within the email thread, makes it easier to distribute.

            So in chronological descending order, (newest comment on top, original request at bottom), see every public comment.

             

            Chris added a comment - +1 for this feature. We have a lot of customers end-users who either do not have access to the web portal, or are not able to see the entire issue history due to restrictions on their local networks (i.e. blocked websites). Having the FULL history of the issue, within the email thread, makes it easier to distribute. So in chronological descending order, (newest comment on top, original request at bottom), see every public comment.  

            Tao Liang added a comment -

            I think the point of Service Desk notification is to encourage users to engage issues through customer portals. Also, it is a bit hard to create something like a threaded email list of issues. However, the customer portals got a good thread list and you can check record there. If JIRA Service Desk team uses email feature, there will be no much difference between JIRA and Zendesk.

            Tao Liang added a comment - I think the point of Service Desk notification is to encourage users to engage issues through customer portals. Also, it is a bit hard to create something like a threaded email list of issues. However, the customer portals got a good thread list and you can check record there. If JIRA Service Desk team uses email feature, there will be no much difference between JIRA and Zendesk.

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated: