Currently, it's not possible to send the form in a Jira notification. However, we can use an automation rule to send the email using the Send Email action.

There are different ways to send the form information in the notification that will be sent through the automation rule and it will depend if the user is a licensed user or a customer account:

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For licensed users with internal access to the project, we can use the workaround described in the following document:

• How to send JSM form PDFs as an email attachment to specific users using automation

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For customer accounts, we can also send the PDF of the form to the customer but with different and additional steps compared to the licensed users. The following knowledge base article contains the steps to send attachments to customers using the automation rule:

• Jira Automation: 403 - Forbidden when opening email attachments

As mentioned in the document, to work as expected, the attachment should be visible to the user through a public comment in the request. Thus, it's important to note that, when a form is added to a request and the option Create and attach a PDF of the form to the issue is enabled in the Form settings, the form is saved internally as an attachment file on the ticket, meaning it's not saved in a comment. Thus, to workaround this limitation, we can add an automation action to add a comment(public) with the attachments added to the ticket.

The automation rule will look similar to the one shown in the screenshot below:

Click here to see all the steps to create the automation rule

First, ensure that the option Create and attach a PDF of the form to the issue is enabled under forms settings:

• Open the service project > Project settings > Forms > Open the desired form and go to Settings tab > Enable the toggle next to Create and attach a PDF of the form to the issue > Save changes

Then, to create the automation rule:

1. Open the service project > Project settings > Automation > Create rule
2. As a trigger, select Forms submitted and, if necessary, the desired form > Save
3. Select New action > Comment on issue > Add the following smart value:

{{#attachment}}
!{{filename}}!
{{/}}

4. In the Comment visibility, select Share with customer > Save

5. Select New action > Create a variable (e.g., {{requestattach}}) with the following structure:

<ul> 
    {{#issue.attachment}} 
    <li>
        <a href="{{content.replaceAll("(.*)(rest\/api\/2\/.*\/)(\d{5,})","$1servicedesk/customershim/secure/attachment/$3/")}}{{filename}}?fromIssue=replaceme">{{filename}}</a>
    </li> 
    {{/issue.attachment}} 
</ul>

6. Click on Save > New action > Create a variable (e.g., {{issueId}}) with the following structure:

{{issue.id}}

7. Click on Save > New action > Send email > Enter the desired information in the To and Subject field. In the Content, add the desired information and call the variable with the following function to replace the replaceme text with the second variable issued:

{{requestattach.replace("replaceme",issueId)}}

Licensed users and Customer accounts

We can also send form information using smart values:

First alternative:

We can link the form field to a Jira field and use the Jira field in the automation rule:

1. Link the form fields to the Jira fields.

2. Then, create the automation rule and add the smart values associated with these Jira fields to the Content (under Send email action in the automation). More details on how to find the smart values can be found in this document: Jira smart values - issues

Second alternative:

We also have a workaround to fetch information from the form into a JSON. You can find the steps for it in the community article below:

• Reading a Forms(ProForma) field value without the JSON tab

Also, please note that we have a feature request asking for the ability to send form information in the notifications, as we can see below:

JSDCLOUD-11195 - Getting issue details... STATUS