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  1. Jira Service Management Data Center
  2. JSDSERVER-2323

Send full request via mail notification

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Summary

      At the moment, a Service Desk mail notification will only consist of the current change (which caused the notification) and the previous few comments.

      In a request with many back and forth replies, the email will not show all the reply but only the latest few

      Suggestion

      Make it configurable that the Mail Notification be sent with the entire request (description along with all comments.

      Use Case

      Some organizations prefer to use Customer portal to track their request but there are many who also prefer to purely use email for this. With the current implementation, users will only get to see the latest few comments which will force the user to access the Customer Portal to read through the entire request if he/she needs to. With this Suggestion, everything will be sent in the email so that user no longer has to manually access the Customer Portal

            [JSDSERVER-2323] Send full request via mail notification

            MIS added a comment -

            Hi Matthew,

            Few Customer in Senior management just look into Jira e-mails and want to approve live deployments via mail.
            They are interested in complete comment history before making decision.

            Regards,
            Franconnect Ltd

            MIS added a comment - Hi Matthew, Few Customer in Senior management just look into Jira e-mails and want to approve live deployments via mail. They are interested in complete comment history before making decision. Regards, Franconnect Ltd

            Matthew McMahon (Inactive) added a comment -

            Hi michael.hoenes1875044060,

            From 3.0.0 onwards, the email notifications will only contain the latest comment.

            This is something that we will be looking at again, however it is not possible to provide a timeframe at the moment.

            Am I able to ask about your use case for requiring all comments in every email?

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi michael.hoenes1875044060 , From 3.0.0 onwards, the email notifications will only contain the latest comment. This is something that we will be looking at again, however it is not possible to provide a timeframe at the moment. Am I able to ask about your use case for requiring all comments in every email? Regards Matt JIRA Service Desk developer

            Michael Hönes added a comment -

            I used JSD 2.5.2

            Michael Hönes added a comment - I used JSD 2.5.2

            Matthew McMahon (Inactive) added a comment -

            Hi ywoo

            Which version of JSD is being used?

            Are you referring to the new email templates?

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi ywoo Which version of JSD is being used? Are you referring to the new email templates? Regards Matt

              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: