Issue Link in Customer Portal not useable for Customers

[Sebastian Braun]

Hi all,

I´m facing an issue by using a Jira automation to post a ticket link via {{createdIssue}}. Since the comment is posted externally (in customer portal), the system adds the issue link as follows:

This is problematic since customers cannot access that link as it reference to the internal Jira.

Does anybody know a way just to add the issue id without the link?

Best regards

Sebastian

[Alex Koxaras -Relational- · Accepted solution]

Hi @Sebastian Braun 

Try this smart value:

{{issue.url.customer}} 

[Sebastian Braun]

Hi Alex,

thanks for your reply!

The smart value is working, but it just returns the issue which triggered the automation.

In my case, I need the new created issue.

Therefore I´ve used:

{{createdissue}}

 Unfortunately

{{createdissue.url.customer}}

does not work.

Do you know how to connect both values?

Thanks in advance.

Best regards

Sebastian

[Alex Koxaras -Relational-]

Can you paste your automation rule here? This will help me understand what you've done so far and what you want to accomplish.

[Sebastian Braun]

Hi Alex,

sure:

[Alex Koxaras -Relational-]

Thank you @Sebastian Braun !

After the "Create issue" component, add a branch about the "All created issues" and inside that branch add the action of adding the comment. That should do the trick! :)

[Sebastian Braun]

Hi Alex,

thanks again!

Unfortuntely, this is not what I´m looking for:

I need the comment in the original ticket (with reference to the new ticket). Still my problem is, that I dont get the correct ticket link (portal link).

BR Sebastian

[Alex Koxaras -Relational-]

Oh! So you need to inform the user on the old ticket, of the portal url of the newly created issue, correct?

[Sebastian Braun]

Exactly :-)

[Alex Koxaras -Relational-]

@Sebastian Braun 

Try on your first rule and write:

{{createdIssue.url.customer}}

Kindly pay attention to the capital "I" of the issue word. :)

[Sebastian Braun]

I did it with capital "I" but it results in empty value:

[Alex Koxaras -Relational-]

Cross check your rule with mine, because on my instance it works:

[Sebastian Braun]

Hi Alex,

thanks again for all your help! 

In the meanwhile I´ve found the problem while comparing with your screenshots: My automation created an issue (instead of your automation which created a request). 

After changing that, it works as expected :-)

Thank you very much and have a good day!!

BR Sebastian

[Alex Koxaras -Relational-]

Good to know that Sebastian!