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

Option 1 – Accessible for licensed users

Use the issue.url smart value that provides the issue URL (Jira internal URL: https://<domain>.atlassian.net/browse/<WORK_ITEM_KEY>).

Option 2 – Accessible for unlicensed users (portal)

Create a customised link to access the work item/request from the portal. Useful for customers.

[{{issue.key}}|https://<domain>.atlassian.net/servicedesk/customer/portal/0/{{issue.key}}]

This can be used in automation actions such as: Comment on work item

Hey [~accountid:{{reporter}}],
Access: [{{issue.key}}|https://<domain>.atlassian.net/servicedesk/customer/portal/0/{{issue.key}}]

Send email

Hey <a href="https://atl-test-jrodriguez5.atlassian.net/secure/ViewProfile.jspa?{{reporter}}">@{{issue.reporter.displayName}}</a>,
Access: <a href="https://atl-test-jrodriguez5.atlassian.net/servicedesk/customer/portal/0/{{issue.key}}">{{issue.key}}</a>