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Custom email notification for Automation

I have a Automation rule that sends an email to users when when a ticket is due within 24 hours.

I have the rule set up to send the email, but I need some help with the email itself.


I would like the email header to have the ticket number and ticket title.

In the content field I would like the message to have a link to the ticket, and a have it say they have 24 hours before its due.



1 answer

0 votes
John Funk Community Leader Dec 10, 2021

Hi Ted,

You can use something like this for the subject:

Ticket {{issue.key}} - {{issue.summary}} has been created


Write whatever text you like. This would be the link to the card: 

<a href="{{issue.toUrl}}">{{issue.summary}}</a>

I will try this and let you know. Thank you for the suggestion.

One question, issue.toUrl I am assuming I will need to put our instance address in there, or do I just leave it?

John Funk Community Leader Dec 13, 2021

you just leave it - it will pick up the right link.

Fantastic, I will see if it works when the rule runs.  Thank you.

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The rule runs and the ticket link is there!

Couple more questions:

Ticket due within next 24 hours ${issue.key} ${issue.summary} That is the email header, how do I get the issue key and summary to actually show the info?

Two, this sends this notification to all of the service desk users group.  How can I make this send to just the ticket owner who's ticket is coming due?


Thank you!

John Funk Community Leader Dec 14, 2021

You should use this for the title and not with the $

 {{issue.key}} - {{issue.summary}} 

Just send it to the Assignee in the To: field

Ok, I will change that and let you know.

Thank you so much.

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