Automation Rules - Comment on issue - Ticket escalated

[Abelardo Contreras]

Hello team, 

I was wondering, I created a rule to automatically reply to tickets with a generic message like this one:

Hello @{{issue.reporter.displayName}

Hope you are having a good day.

Your request is currently under review and we will get back to you shortly.

Thanks & Regards

However, I will like to create a rule that will also indicate the new ticket that is being scaled to. Meaning that from Service Desk, we reply to the original ticket with the new ticket that has been created in DEVL, BI, HR etc.

I am guessing that it has to do with some "coding" (like {{issue.reporter.displayName}}) on the original message, something like:

Hello @{{issue.reporter.displayName}

Hope you are having a good day.

E.g. Your ticket has been escalated to BI BI-5025 - Test name

Coding - Your ticket has been escalated to BI {{ticket.number.escalated}}

Thanks & Regards

Hope this makes sense.

Kind regards,

[Mark Segall]

Hi @Abelardo Contreras - There are a couple options here depending upon how/when the new ticket is created.

• If the ticket was created as part of a rule, you can simply add the comment as an action in that same rule by using {{createdIssue}}. 
• If you're creating the ticket manually, you can add a new automation rule that triggers off of issue linked with a branch component that would add a comment to the original ticket using {{triggerIssue}}

[Abelardo Contreras]

Hello @Mark Segall

Thank you very much for your answer.  I would actually like to use both. however, I am not understanding 100% how to do it, would it be possible for you to show me an screen shot with the whole coding of the rule? 

Thank you again for your time

[Mark Segall]

Hi @Abelardo Contreras - Sure.  Here's an example where I'm using a send email action (Note - this can just as easily be done with a comment on issue action)

My example was a simple manual trigger, but depending upon your business logic, any trigger should work. So that you can easily copy/paste, here's the subject/body of that email:

Subject

Request {{issue.key}} Escalated

Body

Hello @{{issue.reporter.displayName}

Hope you are having a good day. Your ticket has been escalated to {{createdIssue}} - {{createdIssue.summary}}

[Abelardo Contreras]

Hello @Mark Segall 

Thank you very much, Mark, again sorry for asking this much. I am trying to do what you showed me, however, on the second step I don't get the option "ask a new question" same as the third step I can't get "{{createdIssue}}". 

What am I missing?

Thank you again for your time.