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JSM automation email and reference the issue key as URL

Patricia Limbu January 11, 2023

Hi,

I am having issues referencing the issue key in the jsm automation email.

 

<a href="{{url}}">{{key}} - {{summary}}</a>  ----------> this does not work

{{createdIssue.key}}  ------------> this comes out as a non-clickable id

 

2023-01-11_13-45-52.png

 

Email comes out as

-

ITSM-131

was created on 11/01/2023

 

how can i get a URL in the email when the issue is created in the automation so the user can click the Issue Key URL and go directly to the ticket. 

 

Note: It's not a issue that the automation creates but system service request type.

1 answer

1 accepted

1 vote
Answer accepted
Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 11, 2023

Hi @Patricia Limbu,

Welcome to Atlassian Community!

The editor does not support html code, it only support markdown notation, but you can include the link by using the smart value {{issue.url.customer}}.

Patricia Limbu January 11, 2023

Hi @Mikael Sandberg 

Unfortunately, {{issue.url.customer}} in the email body did not work, the area came out as blank. 

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 11, 2023

Is the request type field set on the issue that you are using for testing? {{issue.url}} will get you the internal URL, the customer facing one is only available if request type is set.

Patricia Limbu January 11, 2023

Yes its set.  But i got to work by trial and error. 

 

{{createdIssue.url}} 

 

is what i used.

 

And a URL hyperlink to the issue was in the email!  Yay!!!

 

thank you @Mikael Sandberg 

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