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${request.url} empty


We've just put up a trail of Jira Service Desk (to complement our other Atlassian products), and are having the weirdest problem with the notifications.

In the participant added notifications the "View request" link is blank.
Literally, blank.


Plain text;

View request:=20



<a class=3D"jsd-issue-link" href=3D"" style=3D"color: #0052cc; text-d=
ecoration: none">View request</a>


"Turn off this request's notifications" is complete and correct, the other variables are all filled in correctly too, just "View request" is empty.

The test message for Participant added and the other notifications are fine.


JIRA Service Desk 4.6.0
Jira Core 8.6.0

1 answer

0 votes

The HTML does not look correct to me. I don't know what the 3D part is in the html but the main problem is the href section is blank which is why your link is empty. href is where the url needs to go and in this case it needs to contain this "<a class="${request.url}".


Example HTML URL: <a class="jsd-issue-link" href="${request.url}">View request</a>


Yes, this is exactly the problem, the href is empty.

But as I stated we haven't changed any of the templates and the "View Request" link is correct in other email notifications.
It seems like only the "Participant added" notification is wrong.

Seems this might have been related to a mixup between issue type and request type.
The "Service Desk request" "Request Type" was empty (because the "Issue type" chosen wasn't mapped to by a "Request type") with a little question mark thing, which when moused-over talked about not being usable to communicate with the customer.
It was able to communicate with the customer, but always had the "View Request" link blank, so not really usable.


The requests we were testing on were created from the admin portal not the customer portal.

That makes sense. That is the problem then. The request type has to be selected otherwise it cannot be viewed in the customer portal and there wouldn't be a link to put in the href. You can set this on the agent side but for testing, I recommend testing it in the customer portal too. That way you get the true experience of what it will be like.

Since this has been resolved, if you dont mind marking this as the accepted answer that would be great! It lets the community know that its been solved and helps anyone else who has this issue know how to fix it in the future.

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