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How to add an external hyperlink to an automation email that is not for an issue

Anna Shelby

I am trying to add a hyperlink to an automated email to direct our users to some outside documentation on how to submit a request, but I can only find documentation on how to put in links for issues. Does anyone know if you can put external hyperlinks in the automation emails of JSD cloud?

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Aidan Matheson

I'm also interested in a feature like this if it exists. I'm trying to create a link in one of the automated customer notifications utilizing a hyperlink so I can hide the link text and replace it with a string. While searching for this issue I found this other post that was more specifically targeted for Jira automations so it may work for you: https://community.atlassian.com/t5/Jira-questions/How-to-create-a-hyperlink-in-JIRA-Automations-for-Cloud/qaq-p/1318623

Anna Shelby

Thanks for the article - I have seen this one too! I have created a custom automation so that once we create the email signature (we get a link to share with our employees) I can copy and paste that link into a hidden field on my form and it triggers the automation to send the email to the reporter of the request and then transition it to resolved. The email includes the link to the signature, but also a resource link to our confluence page so that they can access the documentation on how to set up their signatures in different products. The only issue is I can't use markup to format the email like you can in other spaces of Jira Service Desk, so I've tried a ton of combinations to get it to work, but none do so it's just these ugly links in this email which is at this point truly just cosmetic, but I'd prefer it to look a bit more business professional - I just can't find anything on the forums for how to do this.

Matt S

Bit of an ancient post, but if I found this one while searching, someone else might.

My use case here is adding a formatted external URL to automation that updates the description of an issue. Adding the following enables that:

[link display text|link url]

dave symonds

Yes I have the same issue - the [ | ] combo doesnt seem to work in an automation generated email

ivan.sanchez

Same here

Paiton Swaim

Hi Matt,

I used the format that you note here but it did not work for me. Something I am missing?

Matt S

@Paiton Swaim - Can you attach a screenshot of how you set it up?

EDIT: On second thought, the likely issue here is that my solution worked for Jira Server. We migrated to Cloud in the interim, I'll see how we have it set up now.

Matt S

Nope, still have it set up in that format in cloud and it is formatting the link display text correctly. For greater specificity, this is configured in a Service Management project and the automation rule it's included in only affects that project.

Maybe useful to note, this rule is formatting the link in an issue description. That description is then included as a smart value in a subsequent email delivery rule.

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