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{{issue.url.customer}} is not working in automation email

Jason Furtner

I am trying to imbed a link to the issue into an automated email. The email is sent when the issue is created if a certain dropdown field has been selected. I want the link to go to the help desk portal, not the JSM portal.

This is what I see in the email:

I do have another automation rule assigned when the issue is created. Using that same dropdown menu, if the same value is selected it automatically assigns the issue to a specific user. But I don't believe that should be interfering with this rule.

Looking at other inquiries about this, it looks like there are several other people who have had this same problem, but I have not seen a solution in any of those inquiries.

Any ideas?

Edit to add: it looks like in the inquiry, "How to insert the Jira service desk's URL on automation message," @bmccoy replied and said this issue was being tracked on AUT-2084. But that was back in 2020. Has this been fixed since then?

Accepted answers

Jason Furtner

@Michel Neeser

Okay I figured out how to do it, but not with the {{issue.URL.customer}} command. I used the following in place of that command:

https://nlight.atlassian.net/servicedesk/customer/portal/4/{{issue.key}}?created=true

where nlight.atlassian.net is my company's domain.

Not the most elegant solution but it does work. I still think the {{issue.URL.customer}} command is broken somehow, but I will leave that to you atlassian folks to figure out.

Thanks!

Jason

All comments

Michel Neeser

Hi @Jason Furtner

Can you try writing your HTML code on one single line so that it gets parsed correctly? The following works for me:

Let me know if this works!

Jason Furtner

Ok I re-wrote it as instructed

Now the hyperlink text shows up, but the link itself is blank. Clicking on it doesn't take you anywhere.

Just using the {{issue.url.customer}} command directly in the body of the email also shows up blank, so that makes sense that it would create a blank hyperlink.

Michel Neeser

@Jason Furtner How are you creating the issue? Are you creating it from the help desk portal, or directly in the JSM project? And is there a request type associated with the issue?

Jason Furtner

Michel,

I am creating the issue from the help desk portal. I am selecting the correct request type (its the only one that uses the dropdown menu with the field that triggers this automation).

Jason Furtner

@Michel Neeser

Okay I figured out how to do it, but not with the {{issue.URL.customer}} command. I used the following in place of that command:

https://nlight.atlassian.net/servicedesk/customer/portal/4/{{issue.key}}?created=true

where nlight.atlassian.net is my company's domain.

Not the most elegant solution but it does work. I still think the {{issue.URL.customer}} command is broken somehow, but I will leave that to you atlassian folks to figure out.

Thanks!

Jason

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