Please help - Is what i'm trying to achieve even possible?

[Austin Tilbury]

We have JIRA Cloud service management and want to setup an automation. Below is an idea on what i want to achieve, can you please just let me know this is possible so i do not give up. I do not expect to be told how to do it but rather just save me time if its not possible as i have been trying with no avail.

I need help as this does not seem straight forward. I have a project called PUFO which has two fields called "Serial Number" and "Summary". what we do is when a ticket is created we see if a root ticket already exists with the matching serial number and then place this new ticket manually as a sub task of that root ticket. Essentially i want to automate this process so when a new ticket is created in the project the serial number is checked to see if it already exists and if it does search for the word Root in the summary of the ticket which identifies the root and then converts the new ticket to a sub task of that ticket. Alternatively i want create a new root ticket should one not exist and place the new ticket under that newly automated root ticket that we create. please really think about this one.

Kind Regards

Austin

[Marc - Devoteam · Accepted solution]

Hi @Austin Tilbury 

Welcome to the community.

The 1st question you have this could be feasible.

After issue creation you could have a lookup in an automation rule, after creation of a variable, based on the field "Serial Number" then branch on this create variable and compare the value with the value in the field serial number and look for the work "Root" in the summary in the same action on the found issues in the lookup action.

If non exits then you could clone the created issue and adjust the summary by adding "Root"  in the text and link the initially crated issue..

You might need 2 rules and have the rule on creating a clone be able to be triggered by the 1st one.

Although an automation rule can change an issue type (same workflow must be used), I would not recommend that.

You could than link the found issues to the "root" issue. As moving the issue to a sub-task would hide this issue from the requester on the portal if this is JSM related.

[Austin Tilbury]

Thanks for the quick response, glad to here it may be possible still. I will take your ideas and give it another go. 

Regards
Austin