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.

Dear Team,

Whats the ETA for this functionality

1bbfd485bf63 , a reminder to your own commitment

I will provide another update within the week.

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.

I think the most appropriate solution would be to implement the full gamut of Smart Values and their available methods/functions, as it pertains to an Issue and its values (be they User, Asset, List, Number, String, Date or Group type values, and even other expressions and conditional logic, as are documented and available within the likes of Automation Rules).

The conditional logic would be a huge step forward in supporting dynamic content within notifications, as it would allow for similar approach to notifications as VTL did once upon a time.

I'm looking for the possibility to include issue history, such as all public comments, as a variable on the notification email. Any chance that's possible in the future?

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

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!

Customer update actioned 09:44 CDT 8/OCT/2024: https://getsupport.atlassian.com/browse/CES-53054?focusedCommentId=53103170&page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#comment-53103170

 I see the light at the end of tunnel

Any news 1bbfd485bf63 ? Even a high -evel assessment of ETA would be extremely valuable right now. 

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.

d7c36792fcf8 since both of the linked prerequisites were closed by January 2024 I would have expected that Atlassian should have provided an update here by now. If the team isn't working on this request can you tell us what was prioritized ahead of it?

This seems like it should be a basic part of the product, I'm surprised that after seven years it still hasn't been delivered so I'm really wondering what is more important.

It's been almost a year since the last update. Any news on this feature? This is very important to us

Any news? This is very important since it will also solve a requirements for information security since we can note all participants/who shares the information in mail notifications. 

+1

https://jira.atlassian.com/browse/JSDCLOUD-4698 and https://jira.atlassian.com/browse/JSDCLOUD-6037 have been fixed.
How's 'bouts an update?

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

"Ability to display any fields on customer notifications."
We have those fields... why couldnt we just set them in the notifications?
Why is there a poll for every single use case for those fields that you don't tend to put in an accessible state?

Make those fields available everywhere just as any other field - simple.

On a side note..
So many stuck polls without any updates even when notes are added saying there will be one : So many have passed the full year late response.
Simply unacceptable - once more.

Can i get an update on this feature.

I don't understand why this is still outstanding.

We have many forms that go through an approval process and need as much information on the email notification, so managers know what they are approving.

Thanks

Michael

where is the update on this forgotten request???

Is there any update about this feature ?

d7c36792fcf8  - I have sent you an email, too, but would appreciate an update on this issue.  

Is there an update on this? I see the latest update is from September 2023...

What's going on have you forgotten about this??

Hello Atlassian,
Are there any new developments regarding this issue?

It should not be too difficult to provide the ability to use the custom fields variables, since you are already using some, like the issue.summary and issue.description.

A basic functionality such as this should be part of the JSM.

I want to tell my customers who will be helping them upon assignment. ${assignee.name}

@Manpreet Singh can we please get an update so expectations can be set? E.g. By being placed on the road map in September does that mean we can expect this in 3 months or 3 years?

+1

Surprised this is not an option in the email notifications! Voting yes, need to have this! Would like to see more improvements on the templates for notifications.

Hello,

I saw that https://jira.atlassian.com/browse/JSDCLOUD-4698 and https://jira.atlassian.com/browse/JSDCLOUD-6037 have been rolled out. Any news about this feature request to add issue fields to customer notifications?

Thanks.

If you still need to customize your emails and don't want to use up Automation quota keep in mind that we support this in Notification Assistant for Jira. We also support full customization of the email template. If you have any questions, feel free to open a support ticket.

Spent the last hour trying to figure out how to add Request Type to the Issue Creation emails.  Guess this answers why, it's not supported...

@Manpreet Singh Given both of the features you mentioned on September 14'th are now launched, can we can an update on this one? I would prefer not to use my automation rules budget to send out ticket creation emails that include custom fields for our users.

We need to have some ability to define a new variable and then display that new variable within master template and/or individual customer notifications' templates.  Either that, or provide the kitchen sink to use (provide all variables defined - a few that we need are reporter's email address, latest comment, latest comment id, time/date of issue creation).

We're migrating from a local Jira instance to Jira Cloud and we did these queries on a plethora of Jira variables from existing tickets.  I'm trying to replicate our existing email system and am stopped dead in my tracks without these variables to populate the notifications to minimize disruption to user base.

I see that there were requests for this at least 6 years ago, a recent update from 3 full months ago saying it's coming.  But, when?  To me, this just seems like an obvious feature that had to be included already and I just needed to find it.  Wow, can't believe I was wrong on that.

Please provide an ETA of this ASAP!

Thanks!

For all of you dealing with this pain. I found a pretty good workaround. What we do is copy the original description of the a ticket into a custom field. From there we built a screen into the approval step that asks for the approval message and swaps out the description via post action. After a ticket is either approved or denied the original description is copied back. 

To make this flexible for various approval processes within a single project, Atlassian should have Approval notification templates that can take the custom fields and be selected on approval status.  This will allow custom information per approval, per request type (if they are using different issue types).  Even better would be to include the template in the Automation section to allow the template to be set at that level which then would allow custom notification for various request types within the same workflow. 

Hello, any updates on this?

Thanks

Love that this is on the Roadmap thanks d7c36792fcf8 .

With this change by any chance would it include the ability to make the custom field display for specific conditions like transitions?

For example in one of our workflows we have 3 approval states. For 2 of the approval states it is sufficient for us to use out the box customer notifications approval template. However for the 3rd customer notification (approval template) we need to add the custom field of cost which is not relevant to the approvers of the other states.

Thanks

Mike

+1

Another great feature would be the opportunity to change the content based on a field, for example status - or briefly worded "conditional customer notifications".

Is there a feature request for this?

@Manpreet Singh

Hopefully this will move up to the next dev sprint quickly.

Our use case is simple:

The approver needs enough data from fields on the JSM issue to properly approve the request without logging into Jira.  The fields provided in the Customer Notifications do not provide enough information to meet our controls policies, and we would have to implement the automation needed to copy multiple fields to the Description field which has a specific use for our approvals process.

Because of this, the addition of the approve/decline button to the Customer Notification so that he approver can approve without logging in becomes useless.  Our users would receive the approval notification, login to check the request for adherence to policy, then go back to the email to click the button... heck no.  They'd just click the button in the web UI (or mobile app) after logging in.  Bad UX.

I'll send you an email on the topic, and see if you're interested in discussing.

Update: 14th September, 2023

Hi everyone,

Thank you for your continued interest and comments. I wanted to share an update that we have included this feature in our roadmap.

We are currently working to ship https://jira.atlassian.com/browse/JSDCLOUD-4698 and https://jira.atlassian.com/browse/JSDCLOUD-6037 to make email experience better. Once these have been rolled out, I'll provide further updates on this feature.

If you feel this feature is important to you, please feel free to directly reach out to me at msingh10@atlassian.com. I would love to get more insights on Customer Notification usage.

Cheers,
Manpreet and the Jira Service Management Team

This should easily be out-of-the-box. PLEASE let's see some movement on this.

People want more info in the email so they can approve/decline without opening the ticket

The case is open since 2017!!!