Problem Definition

Starting with Service Desk 3.3.0 the Subject of Service Desk notifications no longer appears to automatically vary with the action being notified about.

For example, in JSD 3.1.x, if an Agent resolved a ticket, the Customer would receive a notification with a Subject like this:

[Prefix] Request resolved as "Done" #EXAMPLE-3: test request

However in JSD 3.3.0 this behavior changed and the equivalent action results in a notification with a subject as follows, using the default template:

EXAMPLE-3 test request

For reference the default template is:

${issue.key} ${issue.summary}

The only variables available for the Subject are:

• Issue key
• Issue summary
• Portal name

Suggested Solution

Make additional variables available to refer to the action being performed.

This may not be sufficient, however, as there are cases where multiple actions are placed into a single notification, in which case I'm not sure how that would work.

Why this is important

Filtering notifications is much easier when notifications for different events carry different subjects.