How to close ticket from incoming email

[Teke Máté]

Hi, I wrote an automation that looks up the issue key in an incoming email from an external ticketing system, that contains the word 'Closed' (Lezárva in my language). The email to sd@alteo.atlassian.net creates a ticket, and it successfully closing, but I would like the original ticket, in this case SAP-3067 to be closed as well. There are no errors in the logs. See my pictures attached.

[Teke Máté]

Hi everyone, in the meanwhile, I managed to solve it. Now it checks the last 8 characters of the subject of an incoming email, which for us is the key for the issue. It recognizes it, looks it up, and closes the ticket. 

[Sebastian Krzewiński]

Glad to hear that you solve your case :)

[Sebastian Krzewiński]

Hi @Teke Máté 

Can you show a screenshot with Send web request action configuration?

Regards,

Seba

[Teke Máté]

Sure, here it is! In the meanwhile, I tried to come to another solution, if you have time, please consider reading it:

https://community.atlassian.com/forums/Jira-Service-Management/How-to-close-ticket-from-incoming-email/qaq-p/3007997

[Sebastian Krzewiński]

One more thing - please send what smart value did you use.

Based on message error it looks like issue don't exist or rule actor don't have access to this ticket. Can you check rule actor access to ticket?

Regards,

Seba

[Teke Máté]

Sorry, I sent the wrong pics, here are the correct ones.

[Sebastian Krzewiński]

my bad - I was talking about smart value that you used in URL in Send Web request.

[Teke Máté]

I am sorry, that is a wrong picture from another automation I tried before. I can send you the details of that automation as well, cause it would serve the same purpose. Here are the details from that automation:

The URL I used https://alteo.atlassian.net/rest/api/3/issue/{{lookupIssues.first.key}}/transitions

[Piyush Annadate _ACE Pune_]

Hi @Teke Máté ,
You can have a branch for the lookup issue (single issue I suspect) and transition the issue than web request.

[Teke Máté]

I think it is added to the POST request. the following way:

[Sebastian Krzewiński]

Hi @Teke Máté 

Based on screenshots that you added:

- please ad log work action with {{lookupissues.first.key}} smart value to check what issue key rule use in Send Web request 

- for me it looks that ticket used in Send web request action is wrong or your user used as an actor don't have access to it.

Please check it and let me know.