Customer notification when I move a ticket

[Isacia Hentsch]

I use Jira Service Project as portal to tickets supports for my clients. When they create a ticket, they receive an email with an issue number and a link to follow theire tickets, add some coments, ...

Next, I have to move this ticket in a software project but the client lost possibility to follow the ticket in the service project portal. And I didn't succeed to send an email (with automation) to the client with his previous Id ticket, new one and a new link to follow his ticket like above. (variable {{issue.changelog.issue.key}}, {{issue.changelog.summary}}, and {{createdIssue.baseUrl}} return my nothing)

Does anyone have an idea ?

[Trudy Claspill]

Hello @Isacia Hentsch 

Welcome to the Atlassian community.

It is true that a user that has only Customer access cannot directly access an issue in a Software project.

It sounds like you are using Automation Rules to try to send updates to the customer after the issue has been moved to a Software project. In order to help you resolve issues with your rule we need the following:

- Screen images that show your entire rule.

- Screen images that show the details of each step in your rule.

- Screen images that show the results of the rule execution recorded in the rule audit log.

[Isacia Hentsch]

Hello !

Thanks for your answer.

Screen images : 

[Trudy Claspill]

Thank you for that additional information.

I see that the email is actually being sent, but it does not have the content you intended.

What values are you trying to get for each of the smart values?

issue.changelog.issue.key

issue.changelog.summary

createdIssue.baseURL - the {{createdIssue}} smart value is only valid to use when the rule itself executes a Create Issue action. Your rule does not, so this smart value will have no value. If this is intended to be the link to the issue in the Software project then you need to use {{triggerIssue.url}}.

• Do note that a customer will not be able to actually access that information, unless the customer is also a licensed user of the Jira project and granted access to that project or if the project allows anonymous access.

triggerIssue.baseURL - baseURL gives the base URL of the Jira instance. It is referenced stand-alone; {{baseURL}}, not as an attribute of an issue. If you are trying to get the URL that leads to the issue itself you need to use {{triggerIssue.url}}

• Note in this rule the trigger issue is the issue created in the Software project as a result of the move.
• There will not be a smart value available in this rule to get the URL associated to the issue while it was in the JSM project. And any such URL you provide will not be valid anyhow, since the issue has moved.

I created a rule of my own that uses the Issue Moved trigger, and added a Log action to log the information available in the smart values.

This is the output.

As you can see, references to {{issue.changelog}} don't provide any useful information. For the correct usage of changelog to get information about changed values refer to

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--changelog--

The first output in my log is what is available from {{changelog}} when Move Issue is the trigger for the rule; the issue key, project, issue type, and status.

If you want the customer to be kept up to date on progress of the software issue, you may want to consider an alternate implementation:

1. Make a Clone of the JSM issue into the Software project
2. Use an automation rule to update the JSM issue based on changes to the Software issue. For example you could copy over Comments and update the status.
3. The customer would then receive notifications through the JSM issue changes, telling them about changes in the related Software issue.

[Igor Medeiros - Modus Create]

Hi @Isacia Hentsch

Not sure if you are open to use 3rd party apps to solve this, however, I'd like to invite you to check out our app:

Notification Assistant for Jira 

It allows you to trigger notifications when issues are moved and much more.

Feel free to reach out!