Automate Sending JSM Cloud Form PDFs via Email
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to attach JSM form PDFs to issues and the limitations of emailing them via automation.
With this method, only internal licensed users can download Jira Service Management forms. Portal-only customers can't download forms from emails.
For portal-only accounts, the workaround is described in the document below:
Solution
First, we need to ensure that the field is not hidden in the Field Configurations and is configured to the View Issue Screen for the required Issue Type.
Then, we need to ensure that on form submission, a PDF is created. Kindly follow these steps:
In your service project, go to Project Settings > Forms.
Click on the form that you want to use.
Go to the Settings tab.
Under Preferences, enable the toggle next to Save a PDF version of this form each time it's resubmitted.
Click on Save Changes.
Secondly, we will add a piece of code to the Send email action, which will create a hyperlink in the email sent out. When the user clicks on the link in the email, the form will be downloaded.
The automation rule will be as follows:
When Forms submitted.
Then Attach forms.
And Send email.
In the Attach forms action, please ensure to check the option "Allow the same form to be attached to an issue more than once."
Add the following code in the Content of the Send email action as is:
<ul>
{{#issue.attachment}}
{{#if(equals(mimeType, "application/pdf"))}}
<li><a href="{{content}}">{{filename}}</a></li>
{{/}}
{{/issue.attachment}}
</ul>Note: This code block will include any/all PDF attachments currently on this issue/request. However, by checking the attachment's mimeType, this method can at least avoid including any other attachment types to the request, such as images from email signatures and similar.
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