Automation Rules JQL

[Ivan Nicola Sini]

Hi all,

I'm new on Jira. I'm setting up some Service Desk Rules. I need to write these rules:

1- Link a new created issue with other existing issues if some fields are similar.

2- Assign an issue to a specific agent by "reading" issue infos

3- Use an email to close an issue altready opened byan email request

Sorry for my english.

Thank you all

[Petter Gonçalves]

Hello @Ivan Nicola Sini

Thank you for reaching out.

Indeed, I believe that your rules can be implemented using the new Automation for Jira functionality under Project settings > Project automation.

In order to confirm what exactly you need and that we are on the same page here, please allow me to go further on each required rule:

1- Link a new created issue with other existing issues if some fields are similar.

You can link newly created issues to other existing issues if they have common fields by using the JQL comparison in the branch of the rule. Let me give you a practical example:

The rule above will link every issue with the label "testsprint" to newly created one if it also have the same label.

2 - Assign an issue to a specific agent by "reading" issue infos

This can be achieved by a simple rule using the condition parameter:

3- Use an email to close an issue altready opened byan email request

I'm not sure if I completely understand this request, but it seems you are trying to automatically close an issue if it was already created before. Is that correct? Can you please give us more details on what exactly you are trying to achieve?

Let us know if you have any questions.

[Ivan Nicola Sini]

Oh thank you. In print 1 and 2 is it possible to use a custom field ( a double drill down field)?

In point 3 this is the scenario. I have some scripts in PRTG that generate an email with a trouble alert and another email with the same subject to advice that the problem is Now resolved. I need to open an issue by the first mail and close the same issue by sending a second email with a particular comment bug without the le issue in the subject. The problem is that Jira opens an issue for any new email (also if the email has the same subject) so i can't use the "resolve" email to "write" a comment in the first issue opened by the first alert email.

Thank you a lot far your help

[Petter Gonçalves]

Hello @Ivan Nicola Sini

Thank you for your details and sorry for this late answer.

About your first question, what do you mean by a double drill-down field? Would it be a cascading field?

I believe you can basically use any custom field in the Automation rule, however, I believe that only the second level of cascading fields can be considered in Automation rules. Please, let me know if this is the field you want to use so I can check it further.

About the scenario you described in point three, you can use the following rule to automatically close issues when an issue is already created with that same summary, however, the summary field only supports the operator "~", so it will close the issue that has the same issue summary and also if it contains that summary:

That being said, if you can confirm that the summary of your issues will be different from each other, that rule might work to close the duplicate ones.