Need to find 2 correct smart values for "last updater" and "SLA breach time"

Harald Heinz

Hi, we use automations for certain emails to portal customers with a fixed set of data (smart values) about their ticket. With two of these we have problems finding the correct smart values: 

• Updated by - here I want to give the name of the last person who updated this reqest
• SLA-End date and time - here we want to show the time to resolution end date and time, but with the conversion to the European / Berlin format (e.g. 28.02.2026 13:21)

These are the smart values we used that are wrong. 

• Updated by: {{actorName}}
• SLA-End date and time: {{Time to resolution.ongoingCycle.breachTime.friendly.convertToTimeZone("Europe/Berlin").format("dd.MM.yyyy HH:mm")}}

For the first one I can't find the correct reference.
Regarding the latter, if I leave out the "converttoTimeZone...." it works fine though
Any suggestions? 

Trudy P Claspill

Hello @Harald Heinz 

What is the context of the Automation Rules where you want to use these values? What is the trigger for these rules?

Jira has an Updated timestamp that you can access via smart value to find out when an item was last updated, but Jira does not natively keep track of the who made the update in a way that is directly and simply accessible as a smart value. You would have to access the History for the item and parse through it to get the most recent entry and pull the related actor information from that entry.

Alternately you could set up a custom User field for "Last Updater" and create an Automation Rule triggered by Work Item Updated, using that rule to set your custom "Last Updater" field. That would work going forward, but you would need a different solution to populate it for items that already exist. The field would not be populated for those items unless they were updated again.

Also, I am not 100% sure that the Work Item Updated trigger would catch all updates to the issue. Some testing may need to be done for different types of updates, like transitions vs. edits vs. work logged vs. commented.