Edit fields in Service Management notifications

[Rachel Grundy]

We have three Service Management projects and I can't find a way to change which fields are included in the notification email that goes out when an issue is created (not for the customer - the one for the Service Desk Agents & admins). It's pulling in a field called 'Priority' which we don't use (we have a custom 'severity' field), and so is causing a lot of confusion about business priority. How can I edit which fields get populated in the email?

[Walter Buggenhout · Accepted solution]

Hi @Rachel Grundy,

Unfortunately this is not possible in Jira Cloud out of the box. See  JRACLOUD-7266 and the referenced issue JRACLOUD-1369 that was considered higher up on the priority list, but still open.

Workarounds may be possible with built-in Automation (you can customise email notifications using smart values) or marketplace apps.