Custom Mail dokumentation

[Robin Weiß]

Hi there,

ist there a documentation were I can find an overview how to get the right fields in my E-Mail.
I want to send an E-Mail every time a new tickt is opened. It should look like this:

"Hello ServiceDeskTeam,

[...]
<reporter> opened an new ticket.
Key: <key>
Summary: <Summary>
Time to answer: <SLA time for first answer>
[...]"

I found some keys such as "$issue.summary" but I´m struggling with the SLA time.

I would be happy if anyone knows a list of all the possible fields.

Thanks
Robin

[Angélica Luz]

Hi Robin,

When a ticket is created by the customer, the customers receive an email that you can edit, but it will be applied to all tickets, so if every priority has an SLA, it will not be possible to set it on the notifications.

Related to notifications for agents, it's not possible to add more fields. We have a feature request suggesting the implementation of this ability:

- https://jira.atlassian.com/browse/JRACLOUD-62256

A workaround is to create an automation to "Alert user", where you can mention your agents, but it will only work for you if you have a small team because you will need to mention one by one, it's not possible to mention groups.

Otherwise, you can use the add-on Automation for Jira, where it's possible to create a condition and send an email to a group:

When: Issue Created
If: matches priority = highest
Then > New action: Send email

You can create one automation for each SLA.

Hope this helps!

If you have any other question, please let us know.

Regards,
Angélica