Unable to use {{issue.url.customer}}

[Ally Hao]

Hi there! 

I am having trouble with using {{issue.url.customer}} in an automated email. 

The rule works as followed: 
1) When work item is transitioned to certain status

2) Send email to desired person and in said email attach the current work item's customer portal URL

[Izabela França]

Hello @Ally Hao ,

Welcome to the Atlassian Community!

It looks like the smart value {{issue.url.customer}} is the correct one to use. Could you please share the error message you are receiving, or provide a screenshot of the automation you created? This will help us better understand what might be causing the issue.

Note: If the issue does not have a value in the Request Type field, the smart value {{issue.url.customer}} will return no value when used within the context of an automation rule.

Best regards,

Izabela

[Ally Hao]

Hi @Izabela França

The error message: no link is produced within the email 

The automation: 
Note in the email it states: link: {{issue.url.customer}}

The work issue has a request type field, thank you! 

[Trudy Claspill]

Hello @Ally Hao 

It works in my environment.

Can you show us the details of the Send email action? Perhaps there is a non-obvious typo in the text.

[Ally Hao]

Hi there! This is what I have at the moment: 

Maybe I don't have a request field with this work issue? Could you show me an example of that just to make sure. Thank you! 

[Izabela França]

Thank you for sharing the details. The smart value you are using is correct.

To check the Request Type field, open the ticket you are using to test this automation and look for the field on the right side of the work item view. If the field contains a value, the ticket has a Request Type assigned; if it is empty, then no Request Type is associated with the work item and the {{issue.url.customer}} won't work.

Here is an example of a work item with a Request Type assigned:

Here is an example with an empty request type:

[Ally Hao]

Hi there, 

I think I don't even have the option for a request type. Do you know why that is happening?

Thank you again I really do appreciate this help :) 

[Trudy Claspill]

Can you confirm for us the type of the Space this concerns? Click the ... button next to the Space name in the navigation panel on the left. What do the last two lines in the pop-up say? It will be something like:

Service space
Company-managed

Both lines are important.

If you are not using a Service space, then there is no customer URL for the work item.

If you are using a Team-managed Service space then the smart value does not work, based on the test I just did. I'll need to do some research to find out why.

[Ally Hao]

The last two lines are:
Service Space and Team-managed Service Space. 

How would I be able to fix this problem? Thank you again :)

[Izabela França]

I tested in a team-managed project and it didn’t work for me either, @Trudy Claspill .

There may be a limitation with team-managed projects, as it seems they handle the request type differently compared to company-managed projects.

@Ally Hao , while we verify whether that’s the case, an alternative for you would be to hard-code the portal link and use a smart value to insert the work item/issue key. Instead of using only {{issue.url.customer}}, you could build the URL like this:

https://YOUR-INSTANCE.atlassian.net/servicedesk/customer/portal/YOUR_PORTAL_ID/{{issue.key}}

Replacing your instance URL and your portal ID. You can find your portal ID by opening a ticket in the portal and checking the URL in your browser. For example:

[Ally Hao]

I see, thank you! Please update me if anything comes up about the issue. 

Thank you for your help again.

[Bill Sheboy]

Hello, everyone!

I wonder...because there is an Add New Customer action immediately before the Send Email action, if a Re-fetch Work Item Data action is needed after the customer add, and before the email.  This would slow the rule slightly and reload the data before the steps proceed:

• ...
• action: Add New Customer
• action: Re-fetch Work Item Data
• action: Send Email
• ...

By default, automation rules do not automagically reload the data for issue changes made by the rule.  When the updates are needed later in a rule, a re-fetch is needed.

Kind regards,
Bill

[Ally Hao]

Hi @Bill Sheboy 

Thank you! I thought that would work, but it sadly also showed a blank link. The hard coding worked though, so thank you all :)