Smart Value Dynamic References

Question

I have an automation for setting up appointments.  I am using assets with custom asset fields to choose the Support options that the agent can choose as they are building the appointment request.

The support options object in assets has a field named Special Instructions for the customer that is related to each support option.  In that field I would like to place {{Smart Value}} tags in the instructions that will dynamically add values from the issue into the instructions.

Unfortunately, automation renders the message literally and does not replace the smart value.  Any ideas on how I could make that happen?  I could use the replace function but I was looking for something a little more "automated".

Thanks

Joseph Chung Yin · Answer

@Shawn Gibbons

Welcome to the community.  In addition to what @Vijay Dadi stated.  How is your Asset object mapped to the actual JSM/Jira issue custom fields?  Is the "Special Instructions" field is simply an attribute of an object in your site?

Please advise, so can better assist you on your ask.

Best, Joseph Chung Yin

Vijay Dadi_b69v44 · Answer

Hello @Shawn Gibbons ,

If you have tried object look up in your automation, that lets you choose smart values.

For example, if you have found your object in your asset schema, you can refer to your required field as {{lookupObjects.Special Instaructions}}

Hope this helps !

Vijay