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Smart Values not working in Customer Notifications

I want to add a smart value into the "Customer Notifications" options, specifically the reporters email address into the "Participant added" notification. 

I have been told I can use the below smart value:



You have been added as a participant to case ${issue.key} "${issue.summary}"
Case raised by: {{issue.reporter.emailAddress}}

Case Description


However, when I test this the output just reads "issue.reporter.emailAddress" as plain text. See below as email output.

 image.pngDo I need to enable this value somewhere else in the config? 

Is there another way to print the reporters email address? I know I can print the "name" this just seems to put the Jira name set by the reporter. 

1 answer

0 votes
Hana Kučerová Community Leader Dec 17, 2020

Hi @Support ,

you can include issue variables in the customer notifications, they start with ${ and end with }.

If you include ${} instead of {{issue.reporter.emailAddress}} to your template, you should be able to obtain reporter's name. I don't think reporter's email is available, see here(section Include issue variables).


Thank you for the response.

I understand I can print the name but I require the reporters email address in the auto reply, but it doesn't sound like that is possible.

It was mentioned in my post here:

that I could use smart values but they don't seem to work.

Are you aware of any method at all of printing the reporters email address?

Hana Kučerová Community Leader Dec 17, 2020

Hi @Support ,

AFAIK there are two possibilites:

1) Customer notifications in Service Management - this is the way you are using now and I don't think you are able to get reporter's email (it seems the appropriate variable is not available)

2) Automation rule, which will react to the Request participants field change and send email to the reporter (or something like this). In this case you will be able to use smart values and get reporter's email in the description. But this notification will be handled using different functionality then the others and I would recommend you not to do it.

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