Automation: Perform action based on the presence of existing tickets with specific criteria

[Kenneth Berg]

Hi

I have spent the last week trying to get this to work, but regardless of which solutions I have tried the rule still runs the wrong segment and I am left with canceled tickets.

My use case is:

We have a monitoring job (in our own systems) running every 5 minutes, which sends a mail if a criteria is met. The mail is being sent to Jira Service Desk with a title like "Error Found (2021-09-30)".

If the error has not been fixed within 5 minutes, the same mail is sent - over and over again, untill fixed.

The receiving of the ticket, and what to label/change it to, is taken care of, but I am trying to achieve this:

When a mail comes from our monitoring system, check all existing tickets if a ticket is present with summary like "Error Found" (without the date) AND Status it not Resolved/Closed.

If a ticket is present, cancel the new incoming ticket and link to the ticket found.
If a ticket is not present, do nothing.

Even if the JQL returns 0 issues found, the incoming tickets are being cancelled and are not linked to anything.

Can anyone help me achieve my goal of

1) Searching for existing tickets with Summary = "Something" and Status NOT IN ("Statusses")

2) Perform actions on both trigger issue, and found issues, based on this search

Thank you

[Kenneth Berg · Accepted solution]

I found the answer! Posting it here, in case someone else stumbles upon this.

So my "Search related issues"-JQL was searching for existing tickets which had the same summary, but were not in a closed status.

Well, the new ticket - on which the rule was running - did match this criteria, so it performed the following actions (involving cancelling the ticket).

I couldn't figure out how to exclude this ticket from the Related issues search, so I added another criteria "Created < -3m", as I know this monitoring job is running every 5 minutes - so the related issue must be more than 3 minutes old, excluding the new ticket.

Hopefully this helps someone :-)

[Richard Fay]

I think you are overcomplicating things. I suggest the following:

Trigger on ticket creation.

Related issues condition: JQL test for existing open tickets with matching summary.

Edit Fields.

Transition ticket.

Branch rule / related issues: JQL test for existing open tickets with matching summary.

Link to trigger ticket.

Cheers.

[Kenneth Berg]

Hi Richard

Thank you very much for your suggestion - it is greatly appreciated.

I might have complicated my existing rule a bit, as this is the 5th iteration of this part of the rule.

I have tried what you suggest, but even if no tickets exists (based on matching summary and status not in Resolved, Closed or Cancelled) the new ticket still match this if-condition, which - in my case - cancels the new ticket.

It doesn't link the new issue to any existing issue (rightfully so, as no matching issue exists) so that part seems to be working.

I have tried your suggestion and will see how it goes - fingers crossed.

[Kenneth Berg]

A new ticket was just created and unfortunately made it way through the if statement.

The summary of the new ticket is "Error Found (2021-10-01)" and no open tickets are in the system.

This is the if-statement which it passed