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How to display custom field in email automation?

Hey Guys....I have custom fields, such as "Customer" (which is a drop down menu), "Non Conformity Type" which is multiple checkboxes in a list, and "Complaint Type" which is 2 options, 'internal or external' -- I'm trying to get them to display in the automated email that I have being sent when an issue is created. I also want to do it when an issue is Completed. Here is what I'm using below, but it doesn't return anything. It's blank....


Complaint Type: {{issue.COMPLAINT}}

Customer: {{}}

Non Conformity Type: {{issue.non conformity}}


I know this isn't correct, can someone help me?


1 answer

1 accepted

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Answer accepted
Jack Brickey Community Leader Dec 28, 2022

Hi @Gregory James ,  Please try the following leaving off the ".name"

Complaint Type: {{issue.COMPLAINT TYPE}}

Customer: {{issue.Customer}}

Non Conformity Type: {{issue.non conformity type}}

Jack, thank you so much it worked, however CUSTOMER didn't work. But the others did. Perhaps its because I have 2 custom fields named Customer? so it doesn't know which one to pick?

or maybe because its in a  drop down menu? I actually checked I only have one custom field called CUSTOMER, which is a dropdown menu of about 110 items, I just want it to display which one is selected. should be "{{issue.CUSTOMER}}" right? or is it different with a list

Hi @Gregory James 

Is your Customer field a user field or a basic selection field?

  • If a user field, please try {{issue.Customer.displayName}}
  • And if a selection field, please try {{issue.Customer.value}}

Kind regards,

Nah Bill, didn't work, returns Blank values either command

Okay, let's try this...

Smart values are name, spacing, and case-sensitive...Perhaps the smart value you are using for the "Customer" field is not correct, and that would result in it always being null (empty).

You can check that by finding an example issue with a Customer set, and then use the following how-to.  Basically you call the REST API with a browser, and that will show all possible smart values for your fields.

Bill, I just used the customfield_00000 and it worked like a charm

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Jack Brickey Community Leader Dec 29, 2022

I am a bit perplexed as to why Bill's suggestion did not work unless there are two custom fields by the same name.

Hi, Jack!  Without seeing the result of the REST API call, I hypothesize possible causes could be:

  1. there are indeed two, or more, fields with the same name at that scope, as you note
  2. there is a trailing/leading space in the name of the field
  3. the smart value is lowercase
  4. and the less likely one...the field is somehow tied to an addon and has some dynamic behavior impact resolution.

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