{{issue.url.customer}} not working

Marius Fischer March 6, 2024

expected behaviour:
{{issue.url.customer}} returns portal request link
{{issue.url}} returns project request link

behaviour in my project:

{{issue.url.customer}} returns no link at all, no matter the HTML framing
{{issue.url}} returns project request link

it works as expected in other projects, so it must be some configuration error preventing the portal access? But i can access the created tickets in the portal (via the link from the backend or in the My Requests Section).

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Trudy Claspill
Community Leader
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March 6, 2024

Hello @Marius Fischer 

In what context are you using those smart values? Is that in an Automation Rule?

If so, please share the full rule and show the details of the steps where you are using the value.

Does the issue where you are executing the rule and getting no value for {{issue.url.customer}} have a value in the Request Type field?

In the Rule Details, what is the setting for Rule Actor?

Trudy Claspill
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

Based on my experimentation, if the issue has no value in the Request Type field then the smart value {{issue.url.customer}} will return no value within the context of an Automation rule.

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Marius Fischer March 6, 2024

Thank you, this was the solution to my issue! 

Since the ticket was created and then the Request Type edited both by Automation, JSM could not create the link at the time of the Automation. I adjusted it to trigger from the Customer Request Type being set instead of the issue created. Now the url is properly created from {{issue.url.customer}}

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Jack Brickey
Community Leader
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March 6, 2024

hmmm, something does appear to be amiss. I just looked at an old rule that I had and it does not appear to be working as previous. Here are the results below

2024-03-06_12-29-45.jpg

 

2024-03-06_12-31-34.jpg

last week here was the result...

2024-03-06_12-32-50.jpg

I wonder if this is a side effect of the automation issues earlier this week.

 

Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

@Marius Fischer , So I spoke too soon. I just ran several more tests and it appears to be working. I haven't yet figured out why it's not working on the one issue I tested it on but I'm sure it's something I'm just overlooking. Would you mind sharing a screenshot of your automation rule?

Marius Fischer March 6, 2024

@Jack Brickey 

at the moment it's a mess because i'm testing different options:JSM_url1.jpg

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

can you try the following simple form...

{{issue.issue key}}
<a
href="{{issue.URL.customer}}"> "click the Link"
</a>

For test purposes you may wish to change your trigger to manual in that way you don't have to keep creating a bunch of issues. Just execute the manual trigger from any existing test issue

By the way, your post is under Jira software but hopefully this is referring to your Jira Service management app.

Bill Sheboy
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March 6, 2024

Hi @Marius Fischer 

Looking at the image you posted...

The smart value {{createdIssue}} refers to the last issue created during the rule execution: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--createdIssue--

Please try changing that to just {{issue}}

Kind regards,
Bill

Marius Fischer March 6, 2024

Thank you @Bill Sheboy and @Jack Brickey for your time and effort!
Above you can see the solution being in me having too many Automations running at the same time.

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