Public Comments not showing up in Email back to Customer

[Josephine Tseng]

When our customer support team adds a Public Comment, it emails the customer saying we commented, but doesn't actually include the comment we wrote. I only see five dots in brackets. And if the customer chooses to View Request, they have to create an account, which we want to avoid doing, as that causes frustration.

In Jira Service Management, I'm under Project Settings > Notifications > Customer notifications

What is the correct code to allow for our public comments to show up? Please note I am not well versed in coding as I'm a Operations Manager, so would like advice.

We recently upgraded to HIPAA compliant plan, so does that affect this? If so, is there a way to get around this?

[Benjamin]

Hi @Josephine Tseng ,

This post seems very similar to your issue.

https://community.atlassian.com/t5/Jira-Service-Management/Public-comments-are-not-sent-as-email/qaq-p/2515176

It might very well be linked to the HIPAA compliance.

[Josephine Tseng]

Thank you Benjamin for the insight! This is exactly the issue. We'll look at different options and see how we can rectify this.