Send all external comments to a client

[Myleen Van Es]

Hello,

Is it possible to send all external comments to a customer? Now they only get the most recent comment and a description of the issue. If they want to see what we said earlier they need to look for the other emails we sent them with a previous comment. We want to send them the full thread. 

[Marc - Devoteam]

Hi @Myleen Van Es 

The user off course is also able to go to the portal an view the related issue(s), with all details.

Related to you question, I think If you edit the notification that goes out to the user based on a new comment.

The following smart value setting should probably to the trick.

{{#issue.comments}} {{#if(not(internal))}} Content: {{body}} {{/}} {{/}}

You could even expand it as follows to show the author of the comment

{{#issue.comments}} {{#if(not(internal))}} test: {{body}} & {{author.displayName}} {{/}} {{/}}

Note: This will only work with an automation, you should disable the default Public comment added and Public comment edited customer notification in your JSM project