How do you get a link to the Issue in the portal to include in an email to requester

[Chris Tetzlaff]

We want to send an email to non-Jira user to enable them to view a JSM ticket in the portal. I'm not finding a smartvalue for the Portal URL.  
How can I put a link to the Portal Issue that the non-Jira user recipient can access?
Please let me know if you have any questions. I'd greatly appreciate it. 

[Trudy Claspill · Accepted solution]

Hello @Chris Tetzlaff 

When you say "non-Jira user" do you mean a person who does not have a Jira User license, nor a JSM Agent license, nor JSM Customer access?

How are you trying to construct the email? Are you trying to use Automation Rules, or a Customer Notification, or ? I asked because you mentioned needing a "smart value" which is specific terminology.

If you are simply writing an email in your email client, view the issue in the Customer Portal and copy the URL you see in the web browser. That will be a link to that specific issue through the Customer Portal.

However, if the user has not been granted any sort of access to Jira/JSM, then they likely will not be able to see the issue, even in the customer portal.

For a user to see an issue in the Customer Portal they must be one of the following:

• A JSM Agent for that project/space
• The customer/reporter of the issue
• in the Request Participants list on that issue
• a member of the customer Organization which has been specified in the issue.

All of those options require the user to have an Atlassian Cloud account that has been granted some level of access to JSM.

[Chris Tetzlaff]

When you say "non-Jira user" do you mean a person who does not have a Jira User license, nor a JSM Agent license, nor JSM Customer access?
Correct - they would not have any Jira access. (Would be a person in Senior Mgmt.) 

How are you trying to construct the email? Are you trying to use Automation Rules, or a Customer Notification, or ? I asked because you mentioned needing a "smart value" which is specific terminology.
Constructing in Automation Rules where smart values are available. (We would want to enable them to see the ticket / request if possible.) 

If you are simply writing an email in your email client, view the issue in the Customer Portal and copy the URL you see in the web browser. That will be a link to that specific issue through the Customer Portal.
Would not apply,  we would want this to be accomplished via JSM Automation. 

Thanks for the questions, Trudy!  I appreciate them.  I'll share these findings with the Product Owner, who asked if this was possible. 

[Trudy Claspill]

FWIW the smart value for getting the URL to a view a JSM issue in the customer portal is

{{issue.url.customer}}

[Chris Tetzlaff]

Thank you, Trudy!  Have a great day!