JSM ticket creation that auto adds user as a watcher

[Raymond Correa]

I would like to create some kind of automation where whenever a specific ticket gets created in JSM that a specific user becomes a watcher automatically. Is that possible and if we can add some kind of wildcard or something to that nature that it won't trigger unless the case comes from a certain email address. Is that possible? 

[Trudy Claspill]

Hello @Raymond Correa 

What is the exact criteria you want to apply? Is it a specific single email address as the sender/reporter? You talked about using a wildcard. How would you want to use the wildcard, specifically.

[Trudy Claspill]

Thank you for that additional information.

Can you confirm that you want to add a Watcher, which would be a licensed Jira user or JSM Agent, rather that adding a Request Participants, which would be another user that has only Customer access to the JSM instance?

[Raymond Correa]

Yes the watcher would be a licensed JSM user

[Trudy Claspill]

You could create a rule trigger by Issue created.

Then add a Smart Value Condition. In it use the smart value for the email of the user in the Reporter field - {{issue reporter.emailAddress}} Compare that to the email address of interest.

Follow that with a Manage Watchers action 

[Raymond Correa]

When I choose smart value condition it shows this

[Trudy Claspill]

Plug the smart value I suggested into the First Value field.

Put the email address of interest in the Second Value field.

[Raymond Correa]

Is it possible to add some kind of way to filter out specific request that get reported. Enabled the settings and it does seem to work. However the recipient reporting that she gets added to every single case that is created using that particular email address. The user is looking for specific tickets. From the example of the ticket she provided I am not sure what else to we could potentially add or list to only add that person as a watcher if x and z are listed on that ticket then if these are met then add as watcher and so on if that makes sense.  

[Trudy Claspill]

You can add more conditions to limit the issues where the user gets added. You will have to figure out what criteria would satisfy the requirements.

You said "if x and z are listed". Do you have a real definition of what that means?

[Raymond Correa]

Right now we are trying to determine what would be considered as variables that indicate this ticket is the one that needs a watcher vs an ordinary ticket. From my understanding when an email is sent to cases@abc.com a jira ticket gets auto created and not every email coming from cases@abc.com need to be watched. Not sure if this can be helpful or not.

Also just notice it appears the original ticket was an escalation and going to team in jira, have to confirm if that is indeed the case and if that adds any value to this. 

PS I appreciate the help on this I am new to this and not 100% fluent in the way jira works.

[Trudy Claspill]

New to Jira? Welcome!!

I recommend that you consult with the user that wants to be made a watcher on the issues. Ask them to give you several examples of tickets they would want to watch and several that they would not want to watch. Ask them to provide the reasons for each ticket that make it one they want to watch or one they don't want to watch.

Almost any of the fields you see when viewing the tickets can be used as criteria in the rule to tell it you do want to add the watcher. 

Side note: being new to Jira you may want to take advantage of the free, on-demand training that is available from the Learning link at the top of the Community pages. You can find "essentials" courses that cover a smattering of all the functionality, and focused courses that dive into particular areas, like Searching for Issues, Using JQL, and creating Automation Rules.

[Raymond Correa]

I used the term wildcard as like saying this task would only be started if X was selected. In this case X would be a senders email address or the reporter. So for example if we have a Jira project called notices and this project has many different types of reporters. However we need a specific reporter  which would be an email address I believe. So once this case is created from that specific reporter/email it would trigger a specific user as a watcher for that ticket. Hopefully that helps and clears things up. If not I’ll do my best to clear it up again