Include request history in customer notifications

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

      Product Update - Dec 20, 2024

      HI Everyone,

      An update on this issue.

      We've been working on the roadmap for the first half of next year and have finalised the first quarter.

      Whilst this issue has a high number of votes, there are several other issues with greater impact and votes that we will be pushing ahead with.

      This issue still in consideration for the next phase of work after that and I will update this ticket if the status is updated. Thanks for your patience!

      Regards,

      Ben Costello
      Principal Product Manager, JSM Emails/

      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.

      Workaround

      • Take a look at the Atlassian Marketplace. There are some apps that offer the functionality of adding the comments history. You may reach out to the vendors of the apps from the "Support" section in the Marketplace. 
      • Use an Automation rule to store the comments history in a custom field that you can reference in your notifications template. Please consider that this will count towards your automation rule executions: JSM Plans page.

            Assignee:
            Vansh V Singh
            Reporter:
            MJ (Inactive)
            Votes:
            720 Vote for this issue
            Watchers:
            402 Start watching this issue

              Created:
              Updated: