I wish to close a ticket when its created with particular keyword in summary of this request type?

[Balamurugan S]

Hi Team, My developer will create a ticket using API in my Jira service management project; the created ticket will contain particular keyword "Request TA"  in summary in a specific request type. please give me rule or condition how to fulfill this request. 

Thanks in advance.

Balamurugan.S

[Joseph Chung Yin]

@Balamurugan S -

Based on your exchanges with @YY Brother , you need to review your WF configuration setup to ensure that your issue transitions are properly setup + to determine if there are any specific conditions that are fully met before the issues can be transitioned into the Closed status.

It seems that you may not have the WF setup to allow issue at "Open" status to be moved into the next status.

Hope this helps.

Best, Joseph Chung Yin

[Balamurugan S]

Hi @Joseph Chung Yin ,

Thanks for your answer, In my workflow, I have set up a transition from open to pending status for only people who are part of a particular project role permission, but I have given the same permission in the project for the user also, but still I am getting errors.

Also, while transition the issue from one status to another, i have validator for assignee and comments field is something I have to fill. Please suggest how to fill those while transitioning through the automation rule. 

[YY Brother]

Hi @Balamurugan S 

You want to close the JSM ticket newly created through JSM REST API with the keyword "Request TA"  in the summary field. I suggest you use JSM automation rule to implement it.

Trigger: issue created

Condition: Issue Fields of Request Type and Summary

Action: Transition to a Done category status (NOTE: we also need update the Resolution field).

Hope it helps,

Thanks,

YY Bro

[Balamurugan S]

Hi YY Bro, 

Thanks for the help, i have written the automation rule in JSM, but i am getting below error, I guess based on the error, i need to add in the condition of issue field based on the workflow like open to assign to engineer, in progress , resolved then closed. Please suggest me.

Thanks,

Balamurugan.