How to embed Customer Portal URL in Jira Automation email for approvals?

[Jedsada Rangsethienchai]

Hello Atlassian Community,

I am setting up an automation rule in Jira Service Management Cloud to send an email when a request moves to Waiting for approval.

My goal:

• Notify the approver by email.

• Include a clean hyperlink (e.g., “Review & Approve here”) that opens the customer portal view of the request, not the agent view.

What I have tried:

• Using {{issue.url}} → this opens the agent view (not what I want).

• Using {{issue.customerPortalUrl}} → this smart value doesn’t seem to render in automation emails.

• Manually building the link like:

https://bks-team.atlassian.net/servicedesk/customer/portal/{{issue.request.portal.id}}/{{issue.key}}

[Matteo Vecchiato]

Hi @Jedsada Rangsethienchai ,

Welcome to Atlassian community and thank you for your question.

As a first response, have you considered to use the out-of-the-box feature for approval inside the workflow?

I mean this feature: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/ 

Related to this feature, there is an automatic notification.

Kind regards

[Jedsada Rangsethienchai]

Hi Mateo

thank you for your greeting. Yes I did use it. My issue is when I create below mail template then paste link <a href="{{issue.url.customer}}">Customer Portal</a> . When automation rule trigger sending email to approver. The link is disappear. 

Hi {{issue.Approver.displayName}},

A request is waiting for your approval:

• Request: {{issue.key}} – {{issue.summary}}
• Requestor: {{reporter.displayName}}
• Category: {{issue.issueType.name}}

Review & Approve here: <a href="{{issue.url.customer}}">Customer Portal</a>

Thanks,

BKS IT Service Desk

[Matteo Vecchiato]

Hi @Jedsada Rangsethienchai

please have a look into this past thread: https://community.atlassian.com/forums/Jira-Service-Management/issue-url-customer-is-not-working-in-automation-email/qaq-p/2705929 

[Marc - Devoteam]

Hi @Jedsada Rangsethienchai 

Welcome to the community.

You should use the Send Email action in the automation rule, not the Send Customised Email action.

Use <a href="{{issue.url.customer}}">Customer Portal</a> in the Send Email action

If this is related to a Team Managed project, see this closed issue and check the work around section; JSDCLOUD-15293 

[Marc - Devoteam]

Hi @Jedsada Rangsethienchai 

There is also an open feature request based on this url encoding not working in the Send Customised Email action in automation

AUTO-1919