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JSM automation email and reference the issue key as URL

Patricia Limbu_lxfvl4

Hi,

I am having issues referencing the issue key in the jsm automation email.

<a href="{{url}}">{{key}} - {{summary}}</a> ----------> this does not work

{{createdIssue.key}} ------------> this comes out as a non-clickable id

Email comes out as

-

ITSM-131

was created on 11/01/2023

how can i get a URL in the email when the issue is created in the automation so the user can click the Issue Key URL and go directly to the ticket.

Note: It's not a issue that the automation creates but system service request type.

Accepted answers

Mikael Sandberg

Hi @Patricia Limbu,

Welcome to Atlassian Community!

The editor does not support html code, it only support markdown notation, but you can include the link by using the smart value {{issue.url.customer}}.

All comments

Mikael Sandberg

Hi @Patricia Limbu,

Welcome to Atlassian Community!

The editor does not support html code, it only support markdown notation, but you can include the link by using the smart value {{issue.url.customer}}.

Patricia Limbu_lxfvl4

Hi @Mikael Sandberg

Unfortunately, {{issue.url.customer}} in the email body did not work, the area came out as blank.

Mikael Sandberg

Is the request type field set on the issue that you are using for testing? {{issue.url}} will get you the internal URL, the customer facing one is only available if request type is set.

Patricia Limbu_lxfvl4

Yes its set. But i got to work by trial and error.

is what i used.

And a URL hyperlink to the issue was in the email! Yay!!!

thank you @Mikael Sandberg

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