Issue Summary

      When applying the smart value issue.url.customer, observed that when an email is sent, it does not update the customer ticket URL. (This behavior is also observed with API)

      Steps to Reproduce

      1. Create an automation rule to send an email with smart value:
         {{issue.url.customer}}
        

      Expected Results

      Email to be received with a URL that contains the customer view of the ticket. 

      Actual Results

      Empty email received with a URL.

      Workaround

      No workaround is available. 

            [JSDCLOUD-15293] Smart value {{issue.url.customer}} do not work

            Hi everyone,
            I am from the feature owner team & after investigating the issue, I found out that the URL is correctly populated for almost all the request types apart from Task.

            This is the original behaviour & not a bug - It covers all JSM specific request types. Hence, closing this JAC ticket.
            Do let us know if you need help in some other way.

            Thanks
            Debangshu Banerjee

            Debangshu Banerjee added a comment - Hi everyone, I am from the feature owner team & after investigating the issue, I found out that the URL is correctly populated for almost all the request types apart from Task. This is the original behaviour & not a bug - It covers all JSM specific request types. Hence, closing this JAC ticket. Do let us know if you need help in some other way. Thanks Debangshu Banerjee

            Thanks, bfb18cf1d482 .

            Can we close this if it is not a bug? It seems to be working as expected.

            Sandeep Ravichandran added a comment - Thanks, bfb18cf1d482 . Can we close this if it is not a bug? It seems to be working as expected.

            Matt Lane added a comment - - edited

            And if you want to present it in the email as a hyperlink ... using David Silva's URL example:

            <a href=https://peerfit.atlassian.net/servicedesk/customer/portal/7/{{key}}>click here</a>

            Matt Lane added a comment - - edited And if you want to present it in the email as a hyperlink ... using David Silva's URL example: <a href= https://peerfit.atlassian.net/servicedesk/customer/portal/7/{{ key}}>click here</a>

            same for issue.url: it's empty

            Sebastian Mendel added a comment - same for issue.url : it's empty

            Another shortcoming of the automation suite...cost me almost an hour to troubleshoot including dirty hacks like delaying and re-fetching went nowhere thanks to this THREE YEAR OLD SEV-1 BUG! Get your game up Atlassian...

            Fabian Dengel added a comment - Another shortcoming of the automation suite...cost me almost an hour to troubleshoot including dirty hacks like delaying and re-fetching went nowhere thanks to this THREE YEAR OLD SEV-1 BUG! Get your game up Atlassian...

            I've got the same issue and I confirme that @david silva workaround works fine.

            Thomas Bencteux added a comment - I've got the same issue and I confirme that @david silva workaround works fine.

            Duc Vu added a comment -

            @david silva is the man! glad we had your workaround to reference

            Duc Vu added a comment - @david silva is the man! glad we had your workaround to reference

            @david silva has provided a great workaround. This should be added in the Workaround section

            Khalid Tariq added a comment - @david silva has provided a great workaround. This should be added in the Workaround section

            Bo Bradt added a comment -

            @David Meredith you need to make sure that the request type for the portal issue is set before sending out the message. If the customer request type is not yet set, it will not work. We had the same problem when just raising a support issue, but figured out that the request type needs to be set. Somehow it is not necessarily set automatically:  https://jira.atlassian.com/browse/JSDCLOUD-1809

            Bo Bradt added a comment - @David Meredith you need to make sure that the request type for the portal issue is set before sending out the message. If the customer request type is not yet set, it will not work. We had the same problem when just raising a support issue, but figured out that the request type needs to be set. Somehow it is not necessarily set automatically:  https://jira.atlassian.com/browse/JSDCLOUD-1809

            I wish I could say that I was surprised that a SEV-1 bug has been open for 3 years.

            I'm glad this got re-opened... Bugs don't go away because you want to develop shiny things instead.

            David Meredith added a comment - I wish I could say that I was surprised that a SEV-1 bug has been open for 3 years. I'm glad this got re-opened... Bugs don't go away because you want to develop shiny things instead.

              36bd3fea80e3 Makarand Gomashe
              c1c38b0b1b95 Priyadharshini CS (Inactive)
              Affected customers:
              48 This affects my team
              Watchers:
              50 Start watching this issue

                Created:
                Updated:
                Resolved: