How to include Organization in an email communication using Automation for JIRA (cloud)

[Rosa M Fossi]

Hello All, 
I can't quite figure out how to produce the Org when using smart values (for a notification email automation). What's the {{issue.x?X?}} for it?   
While searching and filtering, it looks as if it's a custom field, but I tried the "{{issue.customfield_10001}} to no avail.   Thoughts?

Here is my current line:

{{reporter.displayName}} from {{issue.customfield_10001}} has created a new request!

[John McKiernan · Accepted solution]

Hi Rosa,

getting warmer indeed!

OK, in this case - what you will need is {{issue.Organizations.name}}

Let me know if that works for you :)

Cheers,

John

[Rosa M Fossi]

Thanks for continuing to help.

At first, it seemed that 

{{issue.Organizations.name}}

was not working...  but THEN, I remembered a weird little bug from JIRA: Tickets that are created from directly within the JIRA project (hitting the C key, or the + to create a ticket from within the Project) fail to get a "Request Type" assigned to them and this causes all kinds of weird little behaviors.

I logged in as a test user, and opened a ticket from the portal and voilà!! the smart value generated. 

Long story short: {{issue.Organizations.name}} will work when used in an email template, so long as the ticket source also generates a Request Type (afaik, the only source that does that is Portal).  Phew!

[John McKiernan]

Ah yes, good spot with that Jira bug. 

Glad it's sorted for you :)

[Firas Amer]

Smart, thanks Rosa for sharing. I think at this point it is not relevant for us. :)

[Firas Amer]

This does not work for me:

1. configuration: Organization: {{issue.Organizations.name}} ---> result in the email: empty

2. configuration: Organization: {{issue.Organizations}} ---> result in the email: Organization: ServiceDeskOrganizationBean{id='2', name='External test'}

Could you please advise? Thanks

[Firas Amer]

actually I think it might have been a lower case/upper case issue, now it seems to work.

[Rosa M Fossi]

Glad you got it going!  

Out of curiosity, did you happen to notice whether the "Customer Request Type" was filled in those tickets? That's the big hurdle that I ran into... 

[Firas Amer]

well, I tested it from the portal, and the request type is already chosen when I filled in a form....maybe this is relevant only if you are testing it from the JIRA. 

I still need to do some further tests though.

[Rosa M Fossi]

Yes~ coming from the portal will always fill out that "Customer Request Type".   If I created a ticket from inside / agent-side Service Desk, and forgot to enter the "Customer Request Type", the automation fails.

Side note: to alleviate this, I've setup an automation to automatically populate the CRT using Automation for JIRA (one of the BEST addons out there!).

[Firas Amer]

Interesting. We also use Automation for JIRA. Could you please advise how you have set that up in the rule? Thanks

[Rosa M Fossi]

Hi Judit, I just chcked my project, and it looks like I'm using JIRA's own automation for this particular workaround.

In this automation, I matched a default Customer Request Type per Issue Type. See screenshot.

As you can see, I have a couple of "otherwise" if statements. I think for this Service Desk, I have 7 if statements total.  It only took a couple of minutes to setup. 

note: We do have multiple CRT's that share an Issue Type, so this automation catches "most" of the rogues, but occasionally our agents manually update the CRT. The big problem this addresses is ensuring that the field is not empty and the emails generated by Automation for JIRA don't yield code. 

[Rosa M Fossi]

We're getting warmer... 

{{reporter.displayName}} from {{issue.Organizations}} has created a new request

Yields this mess: :)

[John McKiernan]

Hi Rosa,

the smart value you are looking for here is simply {{issue.Organizations}}

Let me know if you have any issues with it!

Cheers,

John 

[Rosa M Fossi]

That's the first thing I tried.  Maybe I had it all in lower case.  I'll poke at it later today and report back!