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Problem: You're collecting customer requests into Jira ServiceDesk project. When a SD agent is commenting on a request a customer should be notified via email.

Background: We assume that customer email is stored in a Jira custom field. Customer should only see agent's public comments and the comments may contain attachments (graphics, PDF etc). Those attachments should be sent to email as well.

Solution:

1) Create a new notification of type Service Desk - public comment added as shown on the screenshot below. Add a JQL rule: project = YOUR_JSD_PROJECT_KEY to limit this notification only to the relevant project.

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2) Provide Subject as shown above and choose the Jira custom field in TO section that stores your customer's email.

3) Using Template wizard generate a template by choosing:

  • Details on first page
  • HTML on the second page
  • Fields Comment - Added, Comment attachment as shown on the screenshot below. For a better demonstration, we've also added standard field Assignee → Name and custom field SLA impact


  • Image Added

Click "Next" and then "Copy & Close" on the last page of Template Wizard


4) Paste the generated code into your Notification template


Congratulations! You've just configured the second notification with Raley.