smart values

Question

Hiya,

New to this but I have an automation that forwards a ticket onto another service desk in another department. However, I am trying in the summary to add;

- Reporter Name & Description of issue

Problem is every time i think i have it sorted the forwarded document, shows a load of HTML code but not the information.

Also is there a way the automation will forward any attachments too?

Help please!!!

Edd drew · Answer

Thanks for this, it sort of helps... the problem i have is that

- a user sends an email in

- we forward this email onto another service desk that specialises in this area

- when we forward on it will add the details but the information it forwards on does not show and instead shows like this, so anything they attach or that comes through in the description is garbage?

Fernando Eugênio da Silva · Answer

Hey, @Edd drew .

There are some help pages and suggestions for using smart values here:

https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/

I believe this can help you