Fields are not display correctly in emails

Kevin Doyle November 21, 2024

Fields are not displaying correctly in notification emails for Service request. I am trying toi send the customer an email when a comment has been added. I am using the default memo below

Hello ${recipient.name} ${event.user.name} commented on "${issue.key} - ${issue.description}" ${comment}

 

However when the email arrives I see this  variable names in the email not the content of the variables. What do I need to use to display the content of the variable

${request.key} ${request.summary}

A comment has been added to your Facilities Service Request ${issue.key} ${issue.summary}

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Marc - Devoteam
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November 21, 2024

Hi @Kevin Doyle 

Welcome to the community.

Are you using the default notification on the project for this or an automation rule?

Can you please share screenshots of your config?

Kevin Doyle November 21, 2024

Hi @Marc - Devoteam 

Below is a screen shot of my config

Comment Notification.jpg

Marc - Devoteam
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November 21, 2024

Hi @Kevin Doyle 

What if you remove the quotes ("")

It could be that the mail provider transforms this in a way.

The variables are set correctly set 

${issue.key}

${issue.summary}

Kevin Doyle November 21, 2024

Hi @Marc - Devoteam 

I removed the quotes but I am still not seeing the variable names and not their values in the email

 

Screenshot without quotes.jpg

Dick
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November 21, 2024

Hi @Kevin Doyle and @Marc - Devoteam 

Why aren't you using Jira smart values for this?
{{request.key}} {{request.summary}} would be my personal favorites in this.

 

Hope this helps,

Dick

Kevin Doyle November 21, 2024

Hi @Dick 

Thanks for the suggestion. I did change the values  but I am receiving the same resultsScreenshousing requestley and summary.png Email screenshotemail using request fields.png 

Marc - Devoteam
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November 21, 2024

Hi @Kevin Doyle 

{{request.key}} {{request.summary}} are not variables that can be used.

only the following can be used:

${issue.key}

${issue.summary}

Or if you want to specify a request you can use:

${request.url}

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