Question about automation - avoiding duplicate processes
Hello everyone,
I'm in the process of building a rule, but I just can't get any further....
What I would like to achieve: When a new enquiry is received via email, a new process should be created.
If another mail with the case number in the subject (or in the text) is received, this mail should be added to the existing case (even if only as a comment - it doesn't matter).
If the new mail is only added as a comment, it should then be deleted (so that only the comment remains)
My rule currently looks like this:
WHEN: Process created IF: Matches JQL condition: summary ~ ‘* Edit process: Summary: {{issue.summary}} | {{issue.key}}
AND: Send email OTHER IF: Matches: {{issue.summary}} matches *{{issue.key}}*
(* - because the process number can also be in a text line such as ABCD process number-XY and not always at the beginning of the line)
BRANCH within IF / IF-OTHER: JQL condition:
summary ~ ‘SUP-*’ AND status in (‘Open’, ‘In Progress’, ‘Waiting for Support’)
(SUP- is the project name, followed by the consecutive number)
THEN: Add comment to process:
Subject: {{triggerIssue.summary}}
Description: {{triggerIssue.description}}
The process is completed IF / IF-ELSE with
THEN: Delete process irrevocably
(This is to delete the incoming mail - which was stored as a comment.