How can I add Custom Fields to the Customer Notification Emails?

[MF フォン]

★Project Setting→Customer Notifications → Edit Templates

I want to add custom fields created to the body of the message mail. Place has a drop-down list to "Insert Variable", but none of the custom fields we created and added to our request types are available to select from these drop-downs.

If it's in development, when will it be released?

[Gaurav · Accepted solution]

Hello @MF フォン 

Welcome to the community!!

Adding custom fields to Notifications can be achieved through Automation.

The Automation can be customised as per the business requirements and would solve this need for custom fields

Kindly share details about the use case and I can help you develop the Automation as well.

Let me know if you have any queries. Please accept the response if this helps you.

[MF フォン]

Thank you for your reply

I want the information of the customer entered in the portal page (https://●●●●●●●.atlassian.net/servicedesk/customer/portals) display in the customer notification mail.

Ex :
If the user enters the company information (Custom field), the notification email will also display the user's company information

>Adding custom fields to Notifications can be achieved through Automation.
Please show me how to do it, please?

[Gaurav]

Hello @MF フォン 

For creating the Automation, please navigate to

Project Settings --> Automation -->Create Rule

The first step would be to set the trigger, which ideally is the condition that will kick this automation off. And then, we need to define the required action, which is to send the notification email.

Please refer to the below screens shots where the custom field is 'Actual Start'. This can be customised as per your use case.

Let me know if there are any further queries on this.

[MF フォン]

Hello @Gaurav 

Thank you for your reply

Sorry, I have one more question. 

In the Issues Screen I added a custom field

But custom field added is not display in the column[Fields to monitor for changes] 

How to make custom field display in column [Fields to monitor for change].

Please show me how to do it, please?

[Gaurav]

Hello @MF フォン 

I would suggest typing the custom field name in the space provided. If available, it will start showing up.

At times when I am unable to find the field name in the drop-down, I start typing and it provides me with the exact field.

Let me know if this helps.

[MF フォン]

Hello @Gaurav 

Thank you for help me!!!

[Marianne Lee (Nagarro)]

Hi @Gaurav , I am working on a similar case - to add a custom field in all replies (in comment field) to customer in JSM Cloud.  

I had tried the Automation for Jira approach, and have 2 problems:

1) Attachments are not included

2) The Automation rule does not differentiate internal comments from replies to customer.

Do you have any advice or suggestion?  Your help is appreciated, thanks!

[Gaurav]

Hello @Marianne Lee (Nagarro) 

To differentiate internal comments from reply to customer, please use the smart value {{comment.internal}}

This can be used in a condition like shown n the screenshot below.

For including attachments in comments, currently, we do not have any possible solutions. The best way is to include it as a link at the end.

I will inform you if I find some other option. PLease let me know if this helps you.