Documentation

PublicThread for JSM documentation

Vendor Seisuke Nagahara Version 2.2.0 Contact support@asunoki.jp

PublicThread for JSM adds one action to Jira Automation: Get Public Conversation (PublicThread for JSM). This page covers how to add it to a rule, what each setting does, and how to use its output in later steps.

Install the app from the PublicThread for JSM listing on the Atlassian Marketplace. See also the document index.

00 Quick start

A minimal rule that copies the public conversation of a request into a comment, so you can see the output before building emails or reports:

1. In a Jira Service Management project, create an Automation rule with the Manual trigger.
2. Add the action Get Public Conversation (PublicThread for JSM) and set Issue Key to {{issue.key}}. Leave the other fields at their defaults.
3. Add the action Add comment to work item with the comment {{fetchedJiraThread.conversationText}}. To keep the result away from customers, post it as an internal comment.
4. Save the rule, open a test request that has both public comments and internal notes, and run the rule from the request’s Automation menu.
5. The new comment contains only the comments marked public. Use {{fetchedJiraThread.commentCount}} to check how many were included.

01 Adding the action to a rule

1. Open the Jira Service Management project you want to automate, then go to Project settings → Automation (or a global rule under Jira settings → System → Automation rules).
2. Create or edit a rule. Add any trigger that gives you a Service Management request — for example Manual trigger, Issue created, or Issue transitioned.
3. Add a new action and search for Get Public Conversation (PublicThread for JSM).
4. Fill in the fields described below, then Save.
5. Add further actions (for example Send email or Add comment) that use the action’s output.

02 Action settings

Field	What it does
Issue Key	The Service Management request to read. Usually left as {{issue.key}} so the action runs against the issue the rule is triggered on.
Max Comments	How many of the most recent public comments to include (1–50). Leave blank for the default of 10.
Show author name	When on, each comment is prefixed with the commenter’s display name.
Show timestamp	When on, each comment includes when it was posted.
Include public replies from agents	When on (default), public replies from support agents are included alongside the customer’s own comments. Turn it off to leave out replies from agents; customers are identified as the request’s reporter and participants. If that participant information cannot be retrieved, agent replies are not excluded (public comments are still returned, and internal notes are never included).

03 Using the output

Later steps in the rule can use the output of Get Public Conversation (PublicThread for JSM) as {{fetchedJiraThread.…}}:

Smart Value	Contents
{{fetchedJiraThread.conversationText}}	Plain-text transcript of the included comments, in chronological order.
{{fetchedJiraThread.conversationHtml}}	The same transcript, pre-escaped and ready to paste into an HTML email body.
{{fetchedJiraThread.commentCount}}	The number of comments included in the output.

If your rule editor shows a different entity name for the action’s output, use the name shown there instead.

Example: a summary email

Action: Send email
To: {{issue.reporter.emailAddress}}
Subject: Update on {{issue.key}}
Body:
Hi {{issue.reporter.displayName}},

Here is the conversation so far ({{fetchedJiraThread.commentCount}} comments):

{{fetchedJiraThread.conversationText}}

04 Troubleshooting

• Output is empty / commentCount is 0. The request may have no public comments yet, or the running user may not have permission to view it — the action reflects the same access the rule’s actor has.
• Agent replies missing. Check that Include public replies from agents is turned on.
• Smart Value shows literally as {{fetchedJiraThread...}}. Make sure the Get Public Conversation step runs before the step that uses its output, and check the spelling (fetchedJiraThread, case-sensitive).

05 Related documents

• PublicThread for JSM on the Atlassian Marketplace
• Document index
• Privacy Policy
• End User Agreement — this app uses Atlassian's standard End User License Agreement (Bonterms Cloud Terms), applied automatically through the Atlassian Marketplace listing. No separate agreement is required.
• Guide: emailing only public comments (native template vs this app)

06 Support

Use the ASUNOKI support page or email support@asunoki.jp. Both are private channels.