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{{issue.url.customer}} is not working in automation email

Jason Furtner May 22, 2024

I am trying to imbed a link to the issue into an automated email. The email is sent when the issue is created if a certain dropdown field has been selected. I want the link to go to the help desk portal, not the JSM portal. 

image.png

 

This is what I see in the email:

image.png

I do have another automation rule assigned when the issue is created. Using that same dropdown menu, if the same value is selected it automatically assigns the issue to a specific user. But I don't believe that should be interfering with this rule. 

 

Looking at other inquiries about this, it looks like there are several other people who have had this same problem, but I have not seen a solution in any of those inquiries. 

Any ideas?

Edit to add: it looks like in the inquiry, "How to insert the Jira service desk's URL on automation message," @bmccoy replied and said this issue was being tracked on AUT-2084. But that was back in 2020. Has this been fixed since then?

2 answers

1 accepted

1 vote
Answer accepted
Jason Furtner May 22, 2024

@Michel Neeser 

Okay I figured out how to do it, but not with the {{issue.URL.customer}} command. I used the following in place of that command:

https://nlight.atlassian.net/servicedesk/customer/portal/4/{{issue.key}}?created=true

 

where nlight.atlassian.net is my company's domain.

 

Not the most elegant solution but it does work. I still think the {{issue.URL.customer}} command is broken somehow, but I will leave that to you atlassian folks to figure out.

Thanks!

 

Jason

1 vote
Michel Neeser
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 22, 2024

Hi @Jason Furtner

Can you try writing your HTML code on one single line so that it gets parsed correctly? The following works for me:

SCR-20240522-ssko.png

Let me know if this works!

Jason Furtner May 22, 2024

Ok I re-wrote it as instructed

image.pngNow the hyperlink text shows up, but the link itself is blank. Clicking on it doesn't take you anywhere.

image.png

Just using the {{issue.url.customer}} command directly in the body of the email also shows up blank, so that makes sense that it would create a blank hyperlink.

Michel Neeser
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 22, 2024

@Jason Furtner How are you creating the issue? Are you creating it from the help desk portal, or directly in the JSM project? And is there a request type associated with the issue?

Jason Furtner May 22, 2024

Michel,

I am creating the issue from the help desk portal. I am selecting the correct request type (its the only one that uses the dropdown menu with the field that triggers this automation). 

Jason Furtner May 22, 2024

Also interesting to note, the command {{issue.URL}} does work. But that links to the ticket on the back end, not the customer facing view. I specifically need a link to the ticket in help desk.

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