Automation to flip issue type based on the user selection from a custom cascading select field

[vcatl2020]

We have an urgent internal requirement where in our current issue type there is a cascading select type field with options presented to users on Create Screen and this is the only issue type that is exposed to all users in a Software project though other issue types are hidden for all users to NOT create any tickets using a workaround (add-on).

Until now our lead manually moves every created ticket in our project that were created using single issue type Create Screen from users to appropriate business areas issue types based on the ticket ask but now we are seeing tickets count hike daily and becoming cumbersome to manage.

The plan is to use to some sort of automation to flip the issue type to appropriate business area issue type in one-click or through a workflow transition and whatever possible. Please advise on what is the best route to quickly and efficiently manage the routing of tickets to business areas.

[vcatl2020]

Thanks a bunch @John Funk for a quick response with some insight on how to automate the needed functionality using the add-on. I will give that a try using Automation For Jira first and provide my feedback.

[John Funk]

Very good. Here is a bit for information:

There are two types of automation:

• Global: In the Free version, you get 100 executions per product, per month
• Project: In all versions, you get unlimited executions per month

Automation Basics: https://www.atlassian.com/software/jira/guides/expand-jira/automation

You can do this via global rules to apply to all projects also. You'll need to be a Jira Admin/Site Admin, go to Jira Settings > System > Automation Rules (left-hand menu).

For more on using Automation For Jira see these help pages.

[vcatl2020]

Hi @John Funk I'm tried setting up a quick automation rule and looks like it does not work, unless I'm not setting this up correctly and wanted to run it by experts here for some help.

Basically my automation rule triggers every 5 minutes and searches for the following.

When rule executes...

Run JQL search and pass results to subsequent conditions and actions

When cascading select custom field = <an option value> AND issuetype = <XXXX> AND status = <particular status>

Actions --

Edit Issue Fields - set issue type to desired

AND: Transition the issue to desired status

With this rule, this seems to only work when the same workflow is associated to source and destination issue types otherwise the rule sets issue type and the ticket goes to locked state :(

Our source issue type and destination issue types workflow are way different, so any ideas and suggestions on how to get this automation working using this addon?

[John Funk]

Should this rule execute against a single project or globally? Or just a few projects? When you say that it only works against the same workflow that tends to tell me it is running against projects that it should not. 

What are the exact conditions it should run against? In other words, against which Projects should it run?

[vcatl2020]

The current rule runs against a single project where there is a single issue type that is clients/users facing for logging in their requests, while other business areas issue types are hidden in the same project.

In that single issue type which is client facing, it has a cascading select custom field with bunch of options for users to select. Once tickets are submitted, it appears in single persons queue or dashboard (auto assign to one person) then who moves it to appropriate business issue type manually at the moment based on those selected options.

[vcatl2020]

This is what I was referring to, where the automation sets the issue type to "File xxx" but then throws workflow into an inconsistent state with no transitions available.

[vcatl2020]

Hello!

Just wondering if there are any other ideas, thoughts and suggestions on how to get this automation working? It seems like pretty close but just does NOT work if the destination issue types have different workflows as compared to source issue type. Please advise on this problem.

[John Funk]

Since you are changing issue types and they have different workflows, I do not think you will be able to do that would automation. 

[vcatl2020]

Hi @John Funk ,

May I ask you if this automation limitation of transferring the ticket from one issue type to another having different workflows is only to do with this add-on (Automation For Jira)?

Any chances that you see with this functionality being success using the other add-on - Scriptrunner?

[John Funk]

Someone with ScriptRunner would have to answer that. Send them a support request and see what you get from them.  :-)

[John Funk]

Hi @vcatl2020 - You should be able to handle this automatically with some type of automation add-on like ScriptRunner or Automation For Jira. The latter has a free version for Server called Lite. Both products have fully functioning paid versions. 

Based on that, if there is some type of value being captured at create - maybe a custom field or something else, you could Move the card to another Issue type, or close that one out and create a new card (or clone) automatically. 

[vcatl2020]

I did see handful of posts that has a similar requirement and could not find a lead on the proposed solution from experts.  I wonder on what are the various possibilities to flip the issue type based on the selection option from a custom drop down field. As mentioned earlier, our lead does the source issue type move to appropriate business area issue type for each ticket and not sure how this whole move operation could be automated. Any leads or reference to a known resolution would be of great help. Thank You!!