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Suggestion
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Resolution: Unresolved
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2,297
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21
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hi Everyone,
I'm sorry this has taken longer than expected but we have finalised our roadmap for H1 next year and adding custom fields ro email notifications.
I know that this issue is a huge source of frustration for many of you so thanks for your patience.
Supporting generic custom fields is quite a large amount of work in several parts of JSM so this will be quite a large project.
If I need any further input I will reach out here but in the meantime please send any input to me at bcostello@atlassian.com.
Regards,
Ben Costello
Principal 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.
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- Under Consideration
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JST-743797 Loading...
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[JSDCLOUD-4642] Ability To Add Custom Field Values to Customer Notifications
not sure if this has been posted here, but I did find a quick workaround till Atlassian can make this functionality work:
workaround:
- using automation, add your custom fields to your description
- then use the variable in your notification to post the updated description
You might want to consider customizing your create email notifs if that is the notification you wish to apply this too, but works great for our approval emails or anything sent out after ticket creation.
Hope this helps the community
We're improving the visuals on our customer- and internal-facing notifications out of Jira Service Desk, and the very limited set of variables available isn't allowing us to continue. This list should have similar support to smart variables and be able to pull in the value of custom fields in a card.
For example, if I set a custom field related to a sales prospect, it then adds the sales team as a participant on the ticket and sends them an email. I want that email to include the details of this custom field(s), but the limited variables available don't permit that.
Hi 1bbfd485bf63
Thanks for the update, any appreciation of ETA would be highly appreciated, we are pressured to leave notifications for automated emails if the timeline is too long.
For us the most important feature to solve (might be quicker to solve in the existing framework of notifications?)
- Display ALL that the notification and request is shared with, not just the four first
- Possibilty to display full comment history (with original request)
Good luck with you new role!
Thank you, Ben. The most useful additions for my team would be:
- Ability to include the full list of recipient emails
- Access to Assets objects' names & other custom fields
- Automation-style smart values
All comments
May I suggest breaking out two parts where the information is supported and not custom fields?
Notifications are currently only displaying first four participants, maybe securing displaying all in the query is not as huge effort+ It has large value since companies are requesting transparency in all channels for what is shared with who.
The history is also in "your hands" and could hopefully be expanded with lesser effort.
With this said - thank you for the hard work this year - we have experience huge improvements n the solution!
1bbfd485bf63 can you help me understand why the functionality from DC cannot simply be replicated in Cloud? The ${request.details} variable worked perfectly, at least for my environment of 12k users. Now that we're in Cloud, our approvers get no information on the request they've been asked to approve.
Thank you for the update 1bbfd485bf63 - looking forward to this in the new year!
Another item being spoon fed to Atlassian for something that is available in older systems. In looking at the last 15 suggestions released, none of them had this many votes.
1 month later and no update - what about the "I will provide another update within the week." mentioned on the 8th October?
Everyone, not many exceptions, on every years old polls, is asking the same : Please provides some ETAs and do BETTER follow up with your customers.
Actually, it is just unacceptable from a customer PoV imho.
It would be extremely helpful for our company to be able to add the last comment to an approval notification email. Thanks!
I would expect the same functionality that we have in automation rules. Smartvalues and functions should be available to create meaningful and context rich notifications.
Hi 1bbfd485bf63
I really miss the ability to add the pending reason to the customer notification when the status changes to Pending. It's frustrating for the customer not to know the reason why the ticket is pending.