Displaying smart value within email automation

Question

Hi Community,

I'm looking for some help with an email automation that I am working on.

I am pulling a number of custom fields into the body of an email that will be automated, however two of the custom fields are not displaying in the email output.

This is a section from my email body, the two fields in question are 10861 and 10949. These are paragraph fields and I am using a team-managed board. I confirmed the field IDs using the advanced issue search where the field content displays okay.

Business Impact: {{issue.customfield_10861}}

Customer Impact: {{issue.customfield_10949}}

Incident Start Time: {{issue.customfield_10963}}
Incident Acknowledged at: {{issue.customfield_10964}}

Have I gone wrong somehwere? any help on this would be amazing!

Thanks

Bill Sheboy · Answer

I wonder if this is a side-effect of the changes around allowing re-using of fields in team-managed projects.

Let's absolutely confirm you have the correct custom field id for your specific project:

* identify an example issue with your field
* use this how-to article to identify the smart value and custom field id for your field: https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/* Essentially you use an example issue, call the REST API with a browser, and then search for your field on the page
* Confirm you see the value you expect for the issue
* Now you know the field information
* This can also help when trying to learn if automation rules support a specific field

* update your rule, as needed

If after doing that the behavior is still inconsistent, I suggest submitting a support ticket to Atlassian.  They can see information we customers cannot access, and so may notice something we are missing.

Jordan_Jones · Answer

Thanks @Bill Sheboy  and @Tim Perrault 
I have just retested but changed the field names to something completely different and now the rule now works as expected. It looks like the same field name for customer impact is in use within a different team-managed project and the business impact is already in use within a company-managed project. Would that be causing the issue here? seems a bit odd that it would behave like this

Bill Sheboy · Answer

Hi @Jordan_Jones -- Welcome to the Atlassian Community!

There are problems with some of the team-managed project fields not working in emails (e.g., People fields).  Although I just tried a test rule and the paragraph fields worked for me.

Would you please post images of your complete rule and the audit log details showing the rule execution?  Those may provide some context for the symptoms you are seeing.  Thanks!

Kind regards,
Bill