Generate email notification when specific Insight objects are linked to an issue

[Andrew Januszak]

Wondering if anyone has had to trigger automation actions (either email, add watcher, etc.) when a specific Insight object (e.g. computer with certain attributes) is linked to an issue. 

If so, how did you accomplish?

[PD Sheehan]

I think linking an object to an issue is more of an issue-based event than an Insight object event (the insight object just happens to display the incoming links).

If you have Scriptrunner, you can use a custom scripted event and watch for the custom field that links to your object type.

Otherwise, you'll have to rely on workflow post function. There is an insight post function that can send emails. But this will only work for objects liked to issue when the issue is created or linked via a transition screen (won't help you for regular edits).

[Andrew Januszak]

Thanks for the reply. Watching the Insight custom field is never a reliable option... it will trigger on all objects, and I was looking for objects with very specific attributes.

The only workaround I've found, which I was trying to avoid in this instance is to create custom fields and workflow post-function rules to copy values from Insight object attributes to those custom fields when an Insight object is added to an issue, which I can then automate/search against... The downside is that you end up having more custom fields and post-functions to have to manage. I think data center's version of Automation can actually search against a linked object's attributes, but that functionality never trickled down to server. :'(

[PD Sheehan]

Without scriptrunner and a custom listener, the other possible option is to use scheduled insight automation and a flag attribute.

Maybe run the automation every x minutes looking for objects using IQL that have connected tickets but don't have a special attribute populate.

E.g. create a boolean attribute called "Connected Ticket Email Sent".

The automation IQL would look something like

object having connectedTickets() and "Connected Ticket Email Sent" is empty

The automation could then send then email and set the attribute value so the object won't be returned by the IQL. 

But this solution would only work for the first connected ticket.