E-Mail with Issue fields

[Marc Isikoff]

Using Jira Service Desk and over the past weekend we (not me) migrated from on-prem to cloud and now somethings are not working.

Before migration..

We could send e-mails from JIRA when a request was received and have it show a few fields the requester filled out using {{issue.field}}

Now it does not render this information from the system but just shows (for ex:)

Your name

{{issue.name}} 

And this is instead of

Your name

John Doe

We are on Jira 8.13.9

[Walter Buggenhout]

Hi @Marc Isikoff,

I don't know how that variable got in your configuration and where exactly it is. If it comes from customer notifications, you could use ${recipient.name} to specify the correct value.

If it is in automation, you can use proper smart values to refer either to the assignee or the reporter using {{issue.assignee.displayName}} or {{issue.reporter.displayName}} 

 Hope this helps!

[Marc Isikoff]

I think that works for Automation for Jira, not Legacy Automation. 

If I use {{issue.field.displayName}} or just {{issue.field}} it red underlines that as if it doesn't know how to interpret.

[Walter Buggenhout]

I wouldn't know how to interpret that either, @Marc Isikoff 😅. The displayName syntax is specific to reporter and assignee, not to any other custom fields you may want to refer to.

Have a look at this support article on how to use smart values. It is indeed related to the new automation. But since you just migrated to cloud, I would recommend you to implement the new automation rather than the legacy version. It will become deprecated at some point in time, very likely ... 

[Marc Isikoff]

Thanks Walter,

I'm working with my company on how the automation reverted to Legacy as I didn't do the migration nor can I install software.