Issue Link in Customer Portal not created

[Benjamin White]

I am trying to create an automation that creates a new issue, and then makes a comment on the old issue to the customer with a link to the newly created issue. I'm using the smart value {{createdIssue.url.customer}} but the result is nothing, just blank.

To create the new ticket I'm using the Create Issue block, because it allows me to copy much of the data from the original ticket into the new ticket. I cannot use the Create issue with a request type block because it requires I pick a specific Request Type & does not support "Copy from trigger issue".

[Mikael Sandberg · Accepted solution]

In order for a request to be visible in the portal you have to set the request type field. This cannot be done as part of the create issue, instead you have to create the issue and then use the branch Most recently created issue and then set the request type.

[Benjamin White]

Ah ha, thank you! So, because the Request Type isn’t set, a portal URL link doesn’t exist, which is why the smart value is returning blank.

How can I make sure the newly created ticket matches the same Request Type as the old ticket? After I add a branch "For: Most recently created issue" followed by "Then Edit request type of this issue" it appears by only option is to pick a specific Request Type. I'd like this value to be dynamic based on the original ticket.

[Benjamin White]

Just figured it out 🎉

Set the Request Type to {{triggerIssue.Request Type.requestType.name}} and added a Re-fetch data block for good measure.