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Suggestion
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Resolution: Unresolved
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None
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11
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22
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Right now customer notification emails can only contain the latest comment, and only for comment added and comment edited notifications. Our customers don't log into JIRA, so these comments are often hard to understand because without the full chain of comments they're out of context.
Our customer notification templates look like this:
${event.user.name} commented:
${comment}
Perhaps a solution would be to have a variable for all comments? E.g.,
${event.user.name} commented:
${issue.comments}
We're using Service Desk 3.5.0 and JIRA 7.3.6.
If there's a way of doing this already then please let me know.
- duplicates
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- Gathering Interest
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- Gathering Interest
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[JSDSERVER-5188] As a customer, in the customer notification emails I'd like to see the full comment history for my issue
See on cloud side they have acknowledge the need for this JSDCLOUD-2044.
Hopeful they will also realize the huge need on server side as we also use multiple products with Atlassian and not having this basic feature is a huge headache.
The only workaround I can find is move to another product. In saying that, do your homework, it's surprising how many products don't have this feature as standard
does anyone know a workaround for this issue? clearly Jira is not going to implement a solution anytime soon
Yes, guys, please wait as David says. You know, it takes 4+ years to have a think about standard functionality for helpdesk systems.
Guys, please, vote and wait. This feature request is listed at position 64 over all. Tell it to your collaegues and let them vote. Maybe then you will see that feature in future.
Don't give them ideas! I know they probably already planned to put this feature into Premium, but in case they had overlooked, we don't want to remind them...
No one at Atlassian looks at these issues. I think this platform is here to make the customer feel they have a voice. But, you can bet if a new feature comes out you have to pay a premium for it. Basic things like analytics, admin control, removing inactive users.
This ticket was opened in 2017. No one is even assigned to it!
We're looking to move to Jira Service Management for our service desk. It was going well, until I spotted that comment history is not retained in an email notification. Most of our users favour email, and due to network configs and firewalls the portal is not the option we're able to go for right now, email is the simplest way to ensure clear reliable comms are maintained.
Is there anything we can do here?