E-Mail with Issue fields

Question

Using Jira Service Desk and over the past weekend we (not me) migrated from on-prem to cloud and now somethings are not working.

Before migration..

We could send e-mails from JIRA when a request was received and have it show a few fields the requester filled out using {{issue.field}}

Now it does not render this information from the system but just shows (for ex:)

Your name

And this is instead of

Your name

John Doe

We are on Jira 8.13.9

Marc Isikoff_o8qjap · Answer

Thanks Walter,

I'm working with my company on how the automation reverted to Legacy as I didn't do the migration nor can I install software.

Walter Buggenhout · Answer

I wouldn't know how to interpret that either, @Marc Isikoff 😅. The displayName syntax is specific to reporter and assignee, not to any other custom fields you may want to refer to.

Have a look at this support article on how to use smart values. It is indeed related to the new automation. But since you just migrated to cloud, I would recommend you to implement the new automation rather than the legacy version. It will become deprecated at some point in time, very likely ...

Marc Isikoff_o8qjap · Answer

I think that works for Automation for Jira, not Legacy Automation.

If I use {{issue.field.displayName}} or just {{issue.field}} it red underlines that as if it doesn't know how to interpret.