{{issue.url.customer}} is not working in automation email
Asked by Jason Furtner:

I am trying to imbed a link to the issue into an automated email. The email is sent when the issue is created if a certain dropdown field has been selected. I want the link to go to the help desk portal, not the JSM portal.

![image.png](/t5/image/serverpage/image-id/325430iFB6006068EB18E35/image-size/large?v=v2&px=999 "image.png")

This is what I see in the email:

![image.png](/t5/image/serverpage/image-id/325433i367240104C8FEE0D/image-size/large?v=v2&px=999 "image.png")

I do have another automation rule assigned when the issue is created. Using that same dropdown menu, if the same value is selected it automatically assigns the issue to a specific user. But I don't believe that should be interfering with this rule.

Looking at other inquiries about this, it looks like there are several other people who have had this same problem, but I have not seen a solution in any of those inquiries.

Any ideas?

Edit to add: it looks like in the inquiry, "How to insert the Jira service desk's URL on automation message," [@bmccoy](/t5/user/viewprofilepage/user-id/502090) replied and said this issue was being tracked on AUT-2084. But that was back in 2020. Has this been fixed since then?


Answers:
author: Jason Furtner
body: [@Michel Neeser](/t5/user/viewprofilepage/user-id/1828853)

Okay I figured out how to do it, but not with the {{issue.URL.customer}} command. I used the following in place of that command:

<https://nlight.atlassian.net/servicedesk/customer/portal/4/{{issue.key}}?created=true>

where nlight.atlassian.net is my company's domain.

Not the most elegant solution but it does work. I still think the {{issue.URL.customer}} command is broken somehow, but I will leave that to you atlassian folks to figure out.

Thanks!

Jason


author: Michel Neeser
body: Hi [@Jason Furtner](/t5/user/viewprofilepage/user-id/5488158)

Can you try writing your HTML code on one single line so that it gets parsed correctly? The following works for me:

![SCR-20240522-ssko.png](https://community.atlassian.com/t5/image/serverpage/image-id/325448iB4270A9F70FB578F/image-dimensions/361x379?v=v2 "SCR-20240522-ssko.png")

Let me know if this works!

comments: author: Jason Furtner
body: Ok I re-wrote it as instructed

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325453i3FCAE94082B3CD96/image-size/large?v=v2&px=999 "image.png")Now the hyperlink text shows up, but the link itself is blank. Clicking on it doesn't take you anywhere.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325454i31FF4C65FE442C0A/image-size/large?v=v2&px=999 "image.png")

Just using the {{issue.url.customer}} command directly in the body of the email also shows up blank, so that makes sense that it would create a blank hyperlink.


author: Michel Neeser
body: [@Jason Furtner](/t5/user/viewprofilepage/user-id/5488158) How are you creating the issue? Are you creating it from the help desk portal, or directly in the JSM project? And is there a request type associated with the issue?


author: Jason Furtner
body: Michel,

I am creating the issue from the help desk portal. I am selecting the correct request type (its the only one that uses the dropdown menu with the field that triggers this automation).


author: Jason Furtner
body: Also interesting to note, the command {{issue.URL}} does work. But that links to the ticket on the back end, not the customer facing view. I specifically need a link to the ticket in help desk.


Tags: cloud

jira-service-management

jira-service-management-cloud