How do I create Automation to check for a value in all existing issues?

[SAFE Customer Support]

Hi, I would like to create an Automation that looks at the words entered in a Summary by the customer and checks them against a specific field on all the existing issues for that organization to see if they are trying to update a ticket or create a new one.....is this possible and if so how (preferably with the built in tools) - Lucy

[Sam Bartolome · Accepted solution]

Hi @SAFE Customer Support ,

Can you provide more details (example) on the other field to be checked?
Which should the outcome be after the conditions are met?

Something like below is a start

[SAFE Customer Support]

Hi @Sam Bartolome - thanks for looking at this.

Basically, the customer logs a ticket by email and uses a reference number in their summary. They are then sending update emails to the atlassian address and this is creating new tickets instead of updating the old ones.

I need to create a rule to check the email's summary against either the existing ticket summaries OR the customer reference field and put the update on the existing ticket instead of opening a new one.

If that isn't possible, then checking the new ticket against all the other and linking and closing it as a duplicate would be ok - not ideal but better than lots of open tickets.

Hope that makes sense?

Lucy

[Sam Bartolome]

You should be able to change the setting on the mail handler (Incoming mail).

In this case there is no need of automation and the mail handler will do all the job, creating a ticket or adding the comment to an existing ticket

[SAFE Customer Support]

Oh, that's great, i've set that up and i'll see how it goes - thank you :)

[Sam Bartolome]

Please set the answer as accepted if it works for you.

Thanks