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  1. Jira Service Management Cloud
  2. JSDCLOUD-2044

Include request history in customer notifications

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      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 teh 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.

            [JSDCLOUD-2044] Include request history in customer notifications

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            nancy.carson1 added a comment -

            Since this request was submitted in June 2015, almost 10 years ago, it seems very odd to say that other, more important, changes need to be done first.  10 years!

            nancy.carson1 added a comment - Since this request was submitted in June 2015, almost 10 years ago, it seems very odd to say that other, more important, changes need to be done first.  10 years!
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            Charlotte Ward added a comment -

            Hi Atlassian,

            My customers need to have full visibility of their tickets, not just most recent updates. This is causing delays and a lot more back and forth with customers.

            This feature needs adding in asap.

            Charlotte Ward added a comment - Hi Atlassian, My customers need to have full visibility of their tickets, not just most recent updates. This is causing delays and a lot more back and forth with customers. This feature needs adding in asap.
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              1bbfd485bf63 Ben Costello
              mnassette MJ (Inactive)
              Votes:
              687 Vote for this issue
              Watchers:
              382 Start watching this issue

                Created:
                Updated: