How to get smart values working?

[Bas Verhoog]

Hi everyone,

I've been trying for a while to get smart values into my Jira Service Desk automation rules, which should be possible: https://support.atlassian.com/jira-service-desk-cloud/docs/advance-your-rules-with-smart-values/.

However, syntax help doesn't show anything and the values don't get substituted. When using double moustaches, I'll get monospaced text. A dollar sign and single moustaches gives me no text processing, just a newline behind the dollar sign.

I'm currently inputting this in the Service Desk > Automation > Edit rule on the "Prompt customer for comment" rule that I edit.

I have it add a comment that outputs for example ${issue.summary} or {{issue.summary}}, but it will not work.

What am I missing here?

Thanks in advance!

[Hana Kučerová · Accepted solution]

Hi @Bas Verhoog ,

as far as I know the smart values can be used only in automations, which were created using Automation for Jira. This application is now integrated in Jira cloud, for Jira server there is still standalone application.

You can manage rules from two places:

• System > Automation > Automation rules
• Your project > Project settings > Project automation

[Bas Verhoog]

Hi Hana,

Thanks for the answer! I'm confused, because this should also be available in Service Desk Cloud (https://support.atlassian.com/jira-service-desk-cloud/docs/what-are-smart-values/ is a JSD Cloud page).

I have found a full-fletched automation tool like the old app in Jira Software, but the JSD one that I see is a very basic version of that. I'd like to have that full editor, as the docs say I should have, in Jira Service Desk; these are more useful for the customer-facing side than for us as developers.

We are indeed using Cloud, not Server, and the whole site was only made a few weeks ago.

[Bas Verhoog]

Hi Hana,

Spoke too soon! I finally found the "Project Automation" in JSD, when I re-read your comment. I got confused, because the one higher up is that same tool in Jira Software; the Automation link is the only one, even.

I'll be playing with this new-found page, should work great!

Thank you for the help :)