Field content not displaying in Customized Email automation (Rich Text)

[Keith Jones]

I have an automation rule (Jira Service Management Cloud) that includes the Send Customized Email step. The body contains multiple fields using the {{issue.customfield_xxxxx}} format. The fields will populate correctly using Plain Text and HTML formats. However, they do not populate when using Rich Text for the body. Is this by design? Am I missing something here? 

[Marc -Devoteam-]

Hi @Keith Jones 

I have tested, this by using the field names shown no the work item, so use the name of the field, not the custom field IFD and this works.

Can you try this, what does the audit log of the rule tell you?