Hello Atlassian Community, I am setting up an automation rule in Jira Service Management Cloud to send an email when a request moves to Waiting for approval. My goal: * Notify the approver by email. * Include a clean hyperlink (e.g., “Review & Approve here”) that opens the customer portal view of the request, not the agent view. What I have tried: * Using {{issue.url}} → this opens the agent view (not what I want). * Using {{issue.customerPortalUrl}} → this smart value doesn’t seem to render in automation emails. * Manually building the link like: https://bks-team.atlassian.net/servicedesk/customer/portal/{{issue.request.portal.id}}/{{issue.key}}

Hi @Jedsada Rangsethienchai Welcome to the community. You should use the Send Email action in the automation rule, not the Send Customised Email action. Use Customer Portal in the Send Email action If this is related to a Team Managed project, see this closed issue and check the work around section; JSDCLOUD-15293

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How to embed Customer Portal URL in Jira Automation email for approvals?

Jedsada Rangsethienchai_ufwpvj

Hello Atlassian Community,

I am setting up an automation rule in Jira Service Management Cloud to send an email when a request moves to Waiting for approval.

My goal:

Notify the approver by email.
Include a clean hyperlink (e.g., “Review & Approve here”) that opens the customer portal view of the request, not the agent view.

What I have tried:

Using {{issue.url}} → this opens the agent view (not what I want).
Using {{issue.customerPortalUrl}} → this smart value doesn’t seem to render in automation emails.
Manually building the link like:

https://bks-team.atlassian.net/servicedesk/customer/portal/{{issue.request.portal.id}}/{{issue.key}}

Accepted answers

Marc -Devoteam-

Hi @Jedsada Rangsethienchai

Welcome to the community.

You should use the Send Email action in the automation rule, not the Send Customised Email action.

Use <a href="{{issue.url.customer}}">Customer Portal</a> in the Send Email action

If this is related to a Team Managed project, see this closed issue and check the work around section; JSDCLOUD-15293

All comments

Matteo Vecchiato

Hi @Jedsada Rangsethienchai ,

Welcome to Atlassian community and thank you for your question.

As a first response, have you considered to use the out-of-the-box feature for approval inside the workflow?

I mean this feature: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/

Related to this feature, there is an automatic notification.

Kind regards

Jedsada Rangsethienchai_ufwpvj

Hi Mateo

thank you for your greeting. Yes I did use it. My issue is when I create below mail template then paste link <a href="{{issue.url.customer}}">Customer Portal</a> . When automation rule trigger sending email to approver. The link is disappear.

Hi {{issue.Approver.displayName}},

A request is waiting for your approval:

• Request: {{issue.key}} – {{issue.summary}}
• Requestor: {{reporter.displayName}}
• Category: {{issue.issueType.name}}

Review & Approve here: <a href="{{issue.url.customer}}">Customer Portal</a>

Thanks,

BKS IT Service Desk

Marc -Devoteam-

Hi @Jedsada Rangsethienchai

Welcome to the community.

You should use the Send Email action in the automation rule, not the Send Customised Email action.

Use <a href="{{issue.url.customer}}">Customer Portal</a> in the Send Email action

If this is related to a Team Managed project, see this closed issue and check the work around section; JSDCLOUD-15293

Marc -Devoteam-

Hi @Jedsada Rangsethienchai

There is also an open feature request based on this url encoding not working in the Send Customised Email action in automation

AUTO-1919

Matteo Vecchiato

Hi @Jedsada Rangsethienchai

please have a look into this past thread: https://community.atlassian.com/forums/Jira-Service-Management/issue-url-customer-is-not-working-in-automation-email/qaq-p/2705929

Jedsada Rangsethienchai_ufwpvj

thank you Matteo for clarification

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