Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Notification for a related incident


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.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

693 views 10 15
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you