Problem Definition

When configuring Service Desk Customer Notification templates, it is possible to include the full details of a request based on the fields configured in the Request Types settings, per the documentation Include issue variables.

To do this, we need to include the variable ${request.details} in the template, like it's the case for the default Approval notification template.

The problem is that only JIRA's native fields are supported, and some fields coming from 3rd party add-ons might not be included in the notifications (like it's the case for "Insight Objects" type fields), even if such fields are added to the Request Type configuration.

Our documentation does not clearly specify that fields coming from 3rd party-add ons are not supported in the customer notification template. All we mention is the following:

The full details of a request.
This includes the creation date, request type, summary, and the same fields chosen in the request type settings.

Because of this, customers might mistakenly assume that any type of field coming from 3rd part add-on can be added to these templates.

Suggested Solution

Improve the documentation around the variable ${request.details} to explain that it might not be able to include non native fields (3rd party add-on fields), since we do not support them