Unable to use the smart value of linked issue in JIRA comments

Question

Hey folks,

Here is my use case:

JSM Project - RM

JIRA Cloud project - DEV

I have a service desk project (say RM) which is used to raise deployment request. Since we can't use linked issue on customer portal, I have added a custom field called "JIRA Link" where user paste the development project jira link for e.g https://abc.atlassian.net/browse/DEV-11.

Now the portal user creates a service desk ticket with the JIRA Link.

Using automation I am checking if the JIRA Link (custom field) is not empty and linking it with the ticket created from service desk project by using the smart value {{issue.JIRA Link.remove("https://abc.atlassian.net/browse/")}} (see attached image)

Once both the tickets are linked I am adding a comment in the service desk ticket stating that "This release ticket is linked to https://abc.atlassian.com/DEV-11"

This is all working like a charm.

But the problem I am trying to solve is to comment the JIRA smart link (to provide the DEV ticket status upfront) of the linked issue instead of the url of the linked ticket i.e https://abc.atlassian.net/browse/DEV-11

I have tried the below smart values:

1 - issue key - {{issue.key}} - gives me the service desk issue key
2 - trigger - {{triggerIssue.key}} -  gives me the service desk issue key
3 - destination - {{destinationIssue.key}} - blank
4 - {{issue.issuelinks.first.outwardIssue.key}} - blank
5 - {{issue.issuelinks.first.inwardIssue.key}} - blank
6 - {{issue.issuelinks.inwardIssue.key}} - blank
7 - {{issue.issuelinks.outwardIssue.key}} - blank
8 - {{issue.issuelinks.destinationIssue.key}} - blank

Any suggestion to solve this use case?

Thanks in advance, you guys are great!!

Jack Brickey · Answer

hi @Manmohan Anand , so unless your customers have Jira application user accounts then they will not be able to access the development issue. Now if they do have accounts then they also will need browse access to the develop project. Regardless I do not believe you can, or at least I do not know how, to remove the full URL in the customer portal.

Manmohan Anand_nd8cer · Answer

Hi @Jack Brickey thanks for your quick reply. I tried your suggestion and it worked partially. Let me know if I am doing anything wrong here.

After updating the automation rule using {{devkey}} the Service desk issue view shows the smart value of jira link but on service desk portal it is shown as a complete url like before.

Attaching screenshot for your reference:

Jack Brickey · Answer

Hi @Manmohan Anand ,

something I would give a try...

Right after your condition create a variable (devkey) and use the smartvalue you already use in the current link issue action. Now you can replace the current link issue smartvalue with the variable. Next, in your comment action, try using the variable {{devkey}} in your comment. I have not tried this myself, but thought I would offer it up. Let me know if that makes sense and if you try it, the results.