Can you add short text custom fields to automated email?

[Justin Goodemoot]

Hello community!

I'm trying to add a customer's short text custom field input into an email triggered by the creation of the ticket.

I've successfully added user picker and date picker inputs into the email - however, when I try to add other custom fields, which are short text, they appear blank in the email.

Is it possible to add short text custom fields into automated emails? If so, how do I alter the rule?

Screenshot of automation rule below - "Department" and "New Title" are the two short text fields not returning any values in the email.

Thank you!

Justin

[Bill Sheboy · Accepted solution]

Hi @Justin Goodemoot 

The Work Item Created trigger (and others) have known, racetrack timing problems.  That is, the rule can start running before all of the data is available for use.  This creates symptoms such as empty fields, incorrect conditions, errors, etc.  Atlassian knows about this defect and is working on architectural changes to fix it, but no timeframe has been announced.

As a workaround to mitigate this defect:

• Always add the Re-fetch Work Item Data action immediately after that trigger.  This will slow the rule slightly, reloading the data before the steps proceed.
• Do not use the new feature to add conditions to triggers.  Instead, add separate conditions after the re-fetch action.

Please try adding the re-fetch and then test your rule.

Kind regards,
Bill

[Justin Goodemoot]

@Bill Sheboy That worked perfectly, thank you so much!