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JSM Automation Email -adding Cascading Fields and other field types

Looking for how to reference specific fields in email generated by automation.

I need:

Issue Type:  Request or Incident or Problem or Change - icon would also be great here

Request Type:  (This is customized)  Type of Service Requests  (Projects/ProjNm/Project settings/Request types)

Request Area:  Option1Parent - Option2Child (Select List (cascading) type field)

Issue Create Date: {{issue.created.jqlDateTime}}
Assigned Date: {{now}}
Issue Resolution Date: {{issue.resolutiondate.asLongDateTime}}


Issue Type:  {{issueType}} -> gives 10029

Request Type: {{issue."IT Request Issue Type".value}}  -> only gives one first half of cascade but not last.

Request Area:  {{issue.customfield_10066}} -> only shows the rest api, the information is in there, how do I get the value of both parent and child.

Dates to have same display format.  My issue is that {{now}} is an unexpected format like 2021-02-02T15:56:32.2+0000.

1 answer

1 accepted

0 votes
Answer accepted
Guilhem Dupuy Community Leader Feb 03, 2021

Hi @Sheree MacNinch ,

I'll give you a list of the smart values you could use :

  • Issue Type : try {{}}
  • Request Type : for the child value : ({{issue.IT Request Issue Type.child.value}}, for the parent value : ({{issue.IT Request Issue Type.value}}
  • Request Area :  {{issue.customfield_10066.value}}
  • Assigned Date{{issue.resolutiondate.shortDateTime} or {{now.shortDateTime}}

If you need more info, I suggest you to have a look at the following page :


Let me know if it helped,


Thank you so much!  That definitely got me to where I needed to be.

The Request Type needed quotes but I realized that right away.

Request Type: {{issue."IT Request Issue Type".value}} - {{issue."IT Request Issue Type".child.value}}

Thank you so much!!

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