Automation, smart values, comment body, last comment

[A S]

We connected our network monitoring system to Jira (Jira SD next-gen) via email. We successfully use automation (Project settings/Apps) to change the fields in the issue that just opened by email (using the information from the description field).

But there are questions on how to use 'smart value' when receiving an email with comments. We need to configure automation - when we receive a new email with comments on the issue, automation will use the contents of the email (comment body?) To change the fields (and status) of this issue (change the priority or close the ticket). In particular, you need to use the keyword (CRITICAL, WARNING, RECOVERY) from the comment (body), from which the new comment begins.

I try to use smart value {{issue.comments.last.body}}, but a false positive occurs for all three checks:

{{issue.comments.last.body}} starts with {{CRITICAL}}

{{issue.comments.last.body}} starts with {{WARNING}}

{{issue.comments.last.body}} starts with {{RECOVERY}}

[Andy Heinzer]

Hi,

I understand that you're using Jira Service Desk next-gen project and are trying to setup automation within that project so that when comments come in, you can change fields within that issue in Jira.

I tried to set this up in my own instance, and I'll share with you my configuration here:

I noticed that when I did this, that the text is case sensitive here. Using the term 'CRITICAL' in all caps did not trigger this rule when 'Critical' did.

Try setting it up this way, and see if you can get back the results you expect.  Let me know if you run into any problems with this.

Andy

[A S]

It looks like the system is looking for keywords throughout the text. for example, if recent comments include several previous comments with keywords, then a false positive occurs. The monitoring system, which sends emails with a status change, now includes only one status in each email, and such a false positive does not occur.

[A S]

So it's a workaround, but not a solution