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Details

Type: Suggestion
Resolution: Unresolved
Fix Version/s: None
Component/s: Email - Outgoing
Labels:
- affects-cloud
- affects-server

UIS:
360
Support reference count:
23
Feedback Policy:

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.

Description

NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

Issue Summary

With the release of the recent Service Desk (v 3.3) the option to customize a service project template was added and users are able to add specified variables to the template as described here.

There is however no way for customers to add values coming from custom fields or other fields not listed in the documentation above.

Requested Feature

Add support for custom field data as a template variable to be used in customer notifications.

Existing Functionality

There is no function that fulfils the above from our test.

Workaround

A custom field value can be added as part of the ${request.details} variable.
In order for the field to show up in the notifications, you will need to add the field as visible in the issue types.

We realize there will be some excessive information included additionally in the notifications, but this is the only way it can be done in an out of box JIRA at the moment.

An enhancement on : https://jira.atlassian.com/browse/JSD-4418

Attachments

Issue Links

is duplicated by

JRASERVER-73297 Enable Insight Attributes in approval notifications (Jira Service Management)

Closed

is related to

JSDSERVER-4418 Provide ability to customize Service Desk notifications

Closed

JSDSERVER-5248 Add the name of the agent assigned to the issue (Assignee) in the customer notification template.

Gathering Interest

JSDSERVER-5812 Add custom fields to variables list in Canned Responses

Gathering Interest

JSDSERVER-4782 Add more variables in Customer notifications

Under Consideration

relates to

JSDCLOUD-4642 Ability To Add Custom Field Values to Customer Notifications

Under Consideration

is cloned by: JSMDC-3735 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...

(1 relates to, 1 is cloned by, 7 mentioned in)

Activity

People

Assignee:: Unassigned

Reporter:: Ismael Olusula Jimoh (Inactive)

Votes:: 774 Vote for this issue

Watchers:: 358 Start watching this issue

Dates

Created:: 11/Jan/2017 10:31 AM

Updated:: 19 hours ago

Ability to add custom field data to a service desk notification template