How do I get the smart value {{issue.url.customer}} to show up as a hyperlink in an automated email?

Zekeriya Spoth September 24, 2024

I have an automation rule set up where when an assignee leaves a comment on an issue, the reporter receives an email notification containing the comment using the smart value {{comment.body}} along with a link to the issue using {{issue.url.customer}}. 

The problem is certain customers receive the url as a text, not a hyperlink. However this isn't the case for everyone, some people are getting a hyperlink that takes them directly to the issue.

I've attached two screenshots showing how some receive a link and others a plain text based off the same smart value. 

Screenshot 2024-09-24 at 11.21.48 AM.pngScreenshot 2024-09-24 at 11.21.58 AM.png

2 answers

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1 vote
Answer accepted
Samuel Gatica (ServiceRocket)
Community Leader
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September 24, 2024

Hi @Zekeriya Spoth 

You can use the HTML tag to ensure is always sent as a link

<a href="{{issue.url.customer}}">{{issue.key}}</a>

 

Best regards

Sam

Zekeriya Spoth September 24, 2024

That works, thank you!

0 votes
Jim Knepley - ReleaseTEAM
Atlassian Partner
September 24, 2024

The difference might be that some customers' email clients automatically make things that resemble URLs clickable.

It's possible to add HTML tags to the email content, in which case you could have something that looks like this:

<a href="{{issue.url.customer}}">{{issue.url.customer}}</a>

Note the two recommendations from the page I referenced:

  • use {{comment.body.html}} to capture the body in HTML format
  • make sure the send e-mail action configuration is set to "Send as: HTML" (which will set the content-type headers correctly)

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