Automation Email does not contain link to the current issue

[Alex Dickey]

Hi, I am trying to set up an easy way to send an email to a customer when we are needing verification for the next action on an issue. 

The basic flow is:

Internal user creates an issue > perform action > action did not resolve issue, reach out to external customer through an automate email for verification.

The issue I'm experiencing however, is that none of the smart variables for the issue url are working. I have tried using {{issue.url}} but that seems to take me to the internal issue url, not the customer facing view. Then I tried {{issue.url.customer}} and nothing is listed in the email. The latest I tried was {{createdIssue.url}} and that also shows nothing in the email.

The moral of this story is that I'm trying to make an automation email look like the normal Jira notification email, but copying the template over to the automation 'Then: Send email' rule does not work correctly.

How can I either; 1. Get the customer facing URL for the specific issue to work in the automation email, or 2. How can I set up the automation email to look and function just like the default Jira notification emails?

I have attached screenshots showing the rule as it's set up currently and the email from a customer perspective.

[Ines B.]

For me the {{issue.url.customer}}  works well for that, but I'm on DC

Is the internal user creating it through the agent portal or the customer portal? If it's created in the internal portal, is the customer request type filled ?Otherwise there will not be customer url

[Alex Dickey]

It would be generating from an email request. This example specifically is where an internal user would send an email, Jira would create the issue as an 'Email Request', then my manual trigger would give a pop up with fields to enter the relevant information, then send an email to the input email address. That way, I wouldn't need to create a new ticket, it would just add the customer as a participant to the current issue.

Which, now that my project is live, I believe my issues is more so with trying to figure out how to easily add external customer email addresses to a pre-existing issue so they are able to access the issue and see updates regarding it.