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{{}} not working

I am trying to use {{}} in automation that sends an email but it shows up blank in email.


Automation email:


<strong>New Incident: {{issue.summary}} reported by {{issue.reporter.displayName}}</strong>

Date and Time: {{issue.Time of Occurrence}}

Duration: {{issue.Duration}} minutes

Services Impacted: {{}}

Impact: {{issue.Impact}} - {{issue.Impact Description}}

Summary: {{issue.description}}

Resolution Details: {{issue.Resolution Details}}

Timeline: {{issue.Timeline}}

Investigation: {{issue.Investigation}}

Next Steps: {{issue.Next Steps}}



Email recieved:


Duration: 119.0 minutes

Services Impacted:



2 answers

1 vote
Mikael Sandberg Community Leader Jun 16, 2022

Because services are now stored in Insight you have to use the lookup object in order to get the name, something like this:

Screen Shot 2022-06-16 at 1.56.13 PM.png

@Mikael Sandberg how can I find the lookup objects action? it does not show up in search

Mikael Sandberg Community Leader Jun 16, 2022

It is only available if you are on the Premium plan, that will enable Insight. But you should still be able to get the service on the standard plan according to the documentation, maybe try and see if this works:


* Service: {{name}}


@Mikael Sandberg that still shows up blank in the email.

I even inspected the json for the issue there is only service id option there.

not sure what to try with this.



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