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  1. Jira Service Management Cloud
  2. JSDCLOUD-4782

Add more variables 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.

      Problem Definition

      Currently, the variables available for customising email templates are limited to the list below:

      • For the email content
      • For the email subject

      Suggested Solution

      Add more variables like date, organisation, priority, component, custom fields, reporter name, approvers name etc. so that customer can have a choice among different fields to show in an email.

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        2. 2017-03-31_mail-subject-variables.png
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          Form Name

            [JSDCLOUD-4782] Add more variables in Customer notifications

            Chris Chowaniec added a comment -

            I can't believe you can't do this. People want more info in emails so they can click on the approve button for the workflow without going to the portal

            Chris Chowaniec added a comment - I can't believe you can't do this. People want more info in emails so they can click on the approve button for the workflow without going to the portal

            Adven added a comment - - edited

            Hi Everyone, 

            Thank you for reporting this issue. We are marking this issue as closed because it is a duplicate of JSDCLOUD-4642: Ability To Add Custom Field Values to Customer Notifications which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback!

            Adven
            Atlassian Support

            Adven added a comment - - edited Hi Everyone,  Thank you for reporting this issue. We are marking this issue as closed because it is a duplicate of JSDCLOUD-4642: Ability To Add Custom Field Values to Customer Notifications  which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback! Adven Atlassian Support

            Peter Walker added a comment -

            So happy this is being reviewed. It would be great to include some custom values on the customer notifications. For instance, approval emails could contain specific data points that can assist the approver in making a decision without having to view the request details via the portal. It will streamline the approval process and speed this part of the workflow up significantly.

             

            Peter Walker added a comment - So happy this is being reviewed. It would be great to include some custom values on the customer notifications. For instance, approval emails could contain specific data points that can assist the approver in making a decision without having to view the request details via the portal. It will streamline the approval process and speed this part of the workflow up significantly.  

            Monica Joseph added a comment -

            Yes, I would also like this feature. In addition could someone help with this support ticket.

            https://support.atlassian.com/requests/JST-856269

            Monica Joseph added a comment - Yes, I would also like this feature. In addition could someone help with this support ticket. https://support.atlassian.com/requests/JST-856269

            James Luxmore added a comment -

            Definitely needed this feature! One key field I want to see added is the Job Title of the agent from their profile. This will benefit our customers massively! 

            James Luxmore added a comment - Definitely needed this feature! One key field I want to see added is the Job Title of the agent from their profile. This will benefit our customers massively! 

            Mauricio Heberle added a comment -

            Another basic feature not implemented. Please, these are essential features that we need to provide for our curstomers.

            Mauricio Heberle added a comment - Another basic feature not implemented. Please, these are essential features that we need to provide for our curstomers.

            Alex Stern added a comment -

            Please allow SmartValues. Inexplicable why they wouldn't be

            Alex Stern added a comment - Please allow SmartValues. Inexplicable why they wouldn't be

            Karishma added a comment -

            It would benefit if the customer's organization and email address could be displayed in the subject notification.

            Karishma added a comment - It would benefit if the customer's organization and email address could be displayed in the subject notification.

            Sally Archbold added a comment -

            +1!

            Sally Archbold added a comment - +1!

            Felix Kinzius added a comment -

            +1 this should be a mandatory feature and is essential to using the entire functionality.

            Felix Kinzius added a comment - +1 this should be a mandatory feature and is essential to using the entire functionality.

              d7c36792fcf8 Manpreet Singh (Inactive)
              cmao Chen Mao (Inactive)
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                Created:
                Updated:
                Resolved: