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  1. Jira Service Management Cloud
  2. JSDCLOUD-4642

Ability To Add Custom Field Values to 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: October 2025:

      Hi everyone,

      We’ve released the following improvements to customer notifications:

      1. Custom fields in email notifications

      You can now include additional fields —  Priority and Assets — directly in your email templates.

      To try it out:

      1. Open any customer notification email template.
      2. To inset a variable, click 
        1. Insert variable → Issue object to add ${issue.priority} for the priority field, or 
        2. Insert variable → Assets object to add ${assets.object} for asset details.
      3. These variables will automatically populate with the relevant information when the email is sent.

      2. Clearer notification emails

      Notification emails now display the names of up to eight participants the request is shared with, improving visibility and context for recipients.

       

      We’ll continue to enhance notification capabilities based on your feedback in this ticket and will share further updates here.

      Please try out these improvements and let us know how they work for you — your input helps us prioritize what comes next.

      Thanks,

      Vansh

      Product Manager, Emails

      Issue Summary

      There is no way to add values coming from custom fields or other fields as notification variables.

      Requested Feature

      Ability to display any fields on customer notifications.

              f2909257e33e Vansh V Singh
              ijimoh Ismael Olusula Jimoh (Inactive)
              Votes:
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              Watchers:
              621 Start watching this issue

                Created:
                Updated: