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Notification for a related incident

Hello,

Our policy is not to reopen a case that is closed, but we should create a new incident if the client want to keep going with the solution. In this scenario, the agent will create the incident and I want to the client be notified.

 

In the email, I want to incliude the ID an name of the parent issue. I think I have to use an smart value, but I don´t know how to refer to the parent. 

 

Thanks in advance

2 answers

1 accepted

2 votes
Answer accepted

@Angelica Hernandez If you want to refer to the parent details in an automation rule using smart values, you can use {{issue.parent.key}}. You could also use things like {{issue.parent.summary}} to show the parent's Summary

@Callum Carlile  thank you, is exactly what I need. 

Callum Carlile Community Leader Mar 26, 2021

No worries, glad this helped you! :)

0 votes
Brant Schroeder Community Leader Mar 25, 2021

@Angelica Hernandez 

I would suggest providing them with the portal link of the issue it would look something like this https://YOUR ATLASSIAN URL/servicedesk/customer/portal/YOUR PORAL NUMER/ISSUE NUMBER

This way when they click the link they will be able to see the issue in the portal if they are the reporter or request participant on the issue.

@Brant Schroeder thanks for your response and idea.

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