automatically change status depending on a substring in the description field

[Eleni Timini]

I am new to a company and we have a project with tickets created from an external service.

A lot of these tickets no need to be looked at but I would like to close/decline automatically.

I do have a filter already which will give me these tickets and looks like this:

project = "PRE" and reporter=5b75bbdac379c806006ec02f AND description !~ "SOMETHING"

My question is what can I do in JIRA in order to decline these tickets (i.e. set status to Declined) if they meet the above condition (which is the filter)!

I was told that it used to work in the past but it stopped working. I am not even an admin on the project, but can request this. Is it possible that you point me to the correct direction to check why something which was running before is not running now or to setup something in or

[Phill Fox · Accepted solution]

Hi @Eleni Timini 

Welcome to the Atlassian Community where peers try to help each other. 

From your description it sounds as though someone has previously implemented an automation that is no longer working - it may have been disabled or it may simply be that on the Cloud licencing plan you have reached the end of the month and hit the limit for any automations. 

For the limits please review the following documentation pages and associated pages.

* https://support.atlassian.com/cloud-automation/docs/automation-service-limits/

* https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/

Now assuming you have not hit the automation limits you can solve your problem with the automation approach. 

I would approach the solution with an automation like this

But as you say you do not have administrative rights it is worth checking with your administrators first to understand what rules are already defined at both global and project level. 

Hope this helps.

Phill

[Eleni Timini]

Many Thanks Phil - I believe the automation does work because it processes the tickets anyway but it just doesn't shut them which is the part not working. I asked the project lead to provide me with the process so I can have a look at the condition and check if this is met at all.

[Phill Fox]

In which case you might need to add an additional action to set the resolution on the issue as well as transition it to the end status.