Hello community,
I’m trying to include the SLA duration in an Automation email template in Jira Service Management, but the smart value always renders empty.
Here’s my current template:
Dear customer: {{issue.key}}
We inform you that we received your request, created on {{issue.created.format("dd/MM/yyyy")}}, about {{issue.summary}}.
It is under verification and being processed by the Unit of Banking Operations, assigned to {{assignee.displayName}} and supervised by the Officer {{issue.Oficial.displayName}}.
The maximum time established to complete this request is {{issue.sla."SLA Centro de Excelencia de Servicios".goalDuration.friendly}} working hours.
Our service hours are Monday to Friday from 8:00 a.m. to 3:00 p.m. Requests sent outside this schedule will be processed on the next business day.
The date renders correctly with {{issue.created.format("dd/MM/yyyy")}}.
The assignee also works.
But the SLA value (name: SLA Centro de Excelencia de Servicios) always comes out empty in the email.
What I’ve tried:
{{issue."SLA Centro de Excelencia de Servicios".goalDuration.friendly}}
{{issue.sla."SLA Centro de Excelencia de Servicios".goalDuration.friendly}}
{{issue."SLA Centro de Excelencia de Servicios".remainingTime.friendly}}
Adding a Re-fetch issue data action before sending the email
Still, the SLA value does not render.
Questions:
What is the correct smart value syntax for including SLA goal/remaining time in an email template?
Is there a timing issue when the rule is triggered on issue creation (before the SLA is calculated)?
Do I need to use a different trigger (e.g., SLA started, scheduled rule) to make SLA values available in the template?
Any guidance would be very appreciated.
Thanks in advance!
