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- · Accepted solution]

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?

[Keith Jones]

Okay, figured it out. Part of it was in not reading the directions,., 

When using Rich Text, there is a disclaimer at the bottom of the body field:
Smart values must be wrapped in inline code Ctrl⇧M or code snippets ``` to work in rich text editing. 

So, the weird part though - if you start keying in the smart value it does an auto-wrap. When you type in "{{" it turns gray and appends the closing brackets as well. 

However, if you cut and paste the smart value, it doesn't recognize it and you have to do the CTRL-Shift-M to wrap it. This is the same whether it's the IFD or the name of the field.

This comes into play if you are converting an existing custom email from HTML or Plain Text - when you change the format, it clears the body. So, naturally, the first thing you do is copy your body then change the format, then paste. You then have to go back in and manually wrap all the smart values. 

Thanks for taking a look at this. Hope this helps someone else down the road.

[Igor Medeiros - Modus Create]

Hi @Keith Jones 

Adding to what Marc sent, the Rich Text body in Automation's Send Customized Email is a known soft spot for `{{issue.customfield_xxxxx}}` references. Switching to HTML or using field display names like `{{issue.Field Name}}` is the usual workaround. The rule audit log will also flag any smart value that resolved to empty before send.

If you'd rather not juggle body formats, our app Notification Assistant for Jira has a drag-and-drop template editor with consistent smart-value rendering across recipients.

Feel free to reach out if you'd like to learn more.