auto response to the request

[Sampath]

Hi Team

I am seeking an automated response system that triggers when a ticket is received in triage or assigned to team members, or when a specific component enters. The system should notify the reporter about the necessary steps, and then automatically close the ticket after completing the process

pls advise JQL query or automation rule here - JIRA server 

Thanks

[Antonio Panea Pastor]

Hi @Sampath ,

thanks for asking that in the community! What you suggest is a bit challenging but also cool at the same time.

For getting into that point in my opinion you should land all the different scenarios that could happen...An then create a dynamic table in an automation step. I would guide trough a different branch anytime that some filters match so this way you could cover almost any single scenario you will face.

Another option could be include some sugar... like an https call that connects with an IA Agent, that helps you out to identify which scenario is, and then triggers what you consider.

Hope it helps

Thanks

Toni

[Sampath]

Hi @Stefan Stadler @Antonio Panea Pastor 

Please have a look and any advise 

https://medium.com/@emrcftci/add-the-issue-component-into-its-title-on-jira-acfdf85b959f

[Stefan Stadler]

As the link is the exact same as of yesterday, let me copy my answer from above:

how does the explanation of how to use components in Automations match with your request? Using the Automation to simply pull the name from the component (if any is set) is easy. It gets more complex, if

- the component is only one of multiple factors to check against

- the modification itself must be monitored to also get changes from component A to component B

- the changes should trigger some set of actions that as going to be defined somewhere

All the above points are not answered in the link you shared and are also not clear to me from the current understanding.

Regards,

Stefan

[Sampath]

Hi @Stefan Stadler 

I am looking for - once the issue transition to in progress - while changing component XXXX - auto comment should sent to reporter - after one day close ticket automatically

Automation Rule

Step 1 : When Issue Created

Step 2 : Issue Field Condition

Field : Summary

Condition : XXX 

Value : [XXX] 

Match Case : Tick

Step 3 : Transition issue

 Destination status : In Progress

Step 4 : Looking for advise - chaning component

Step 5 : Auto comment 

Step 6 : Transition issue - User testing or waiting for reporter

Step 7 : close the ticket after one day with comment automatically

[Sampath]

Hi @Stefan Stadler @Antonio Panea Pastor @Phill Fox 

I have created below rule upto Step 4 works well and success after that no progress please suggest . Thanks

Automation Rule

Step 1 : When Issue Created

Step 2 : If: matches
JQL : project = "XX" AND "Support Level" = "Level 1" AND IssueCategory = "Access" AND component = ABC AND "Product Categorization" = BCD AND (summary ~ A OR summary ~ B OR summary ~ C OR summary ~ D OR summary ~ E ) ORDER BY summary DESC

Step 3 : Transition issue to : Waiting for support

Step 4 : Add Comment to issue XXXXXXXXX

Step 5 : Else-if : Matches
project = "XX" AND status = "Waiting for support" AND component = ABC AND "Product Categorization" = BCD AND "Support Level" = "Level 1"

Step 6 : Transition issue to : User Testing

Step 7 : Else-if : Matches
JQL : project = XX AND status = "User Testing" AND updated <= endOfDay()

Step 8 : Add Comment to issue : Closing the ticket

Step 9 : Transition issue - Resolved

[Sampath]

Hi @Stefan Stadler @Antonio Panea Pastor 

Step 1 : When Value changed

Fields to monitor for changes

Support Level field , Component field ,

Step 2 : If Summary Contains XXXX

Step 2 : if issue matching JQL

project = XXX AND Support Level = Level 1 AND IssueCategory = Access AND component = XX AND "Product Categorization" = XXX

Step 3 : Add comment XXXX

Result successful

Questions :

But here I want to make it summary like 12 apps into one not sure how it is possible or I need to create 12 rule

Also I need to close this ticket after one day with comment

Pls advise

[Stefan Stadler]

Hi @Sampath 

if you want to bundle multiple conditions into one, you may adjust the JQL accordingly to include all the combinations you want to have. The other steps seem to be already clear to you as the naming is almost identical to what is used in Jira Automation.

Add comment could also be done right before the status is changed.

If you want to close the ticket one day after execution of this rule, you have two options:

a) Work with SLAs. This requires to run the issues in a Service Management project, but offers to start the SLA for example by switching the status to something specific.

b) Explicitly set a custom date/time field during the automation rule and specify the closing time with this field.

Independent of which option you choose, you will have to create another automation that runs for example every 2h and checks if any issue fulfills the closing criteria (such as SLA breached or JQL "<custom_field> < now()" and then close the issue.

Hope this helps!

Stefan

[Stefan Stadler]

Hi @Sampath ,

I think JQL alone can not do that. You can certainly but as you would like to get CHANGES to your issues, you would have to work with Listeners. I am not sure if Automations can also work out the changed values and from which value that changes comes (if so, I am happy to see how that is possible).

Saying that: Even with getting a hand on the actual event, you still would have to define the routine somewhere, which appears to should be kinda flexible according to what is selected. 

I can imagine of using Asset objects for storing the procedures / routines information and then use the data from those objects within the Listener.

This setup however is kind of complex in my opinion and not something that can easily be done with the default Automations in Jira.

Let me know, if you would like to know more about that :)

Regards,

Stefan

[Sampath]

Hi @Stefan Stadler @Antonio Panea Pastor 

Please have a look 

https://medium.com/@emrcftci/add-the-issue-component-into-its-title-on-jira-acfdf85b959f

[Stefan Stadler]

Hi @Sampath 

how does the explanation of how to use components in Automations match with your request? Using the Automation to simply pull the name from the component (if any is set) is easy. It gets more complex, if

- the component is only one of multiple factors to check against

- the modification itself must be monitored to also get changes from component A to component B

- the changes should trigger some set of actions that as going to be defined somewhere

All the above points are not answered in the link you shared and are also not clear to me from the current understanding.

Regards,

Stefan

[Sampath]

Hi @Stefan Stadler 

Thanks for your response

I have created below rule upto Step 4 works well and success .....after that no progress please suggest . Thanks

Automation Rule

Step 1 : When Issue Created

Step 2 : If: matches
JQL : project = "XX" AND "Support Level" = "Level 1" AND IssueCategory = "Access" AND component = ABC AND "Product Categorization" = BCD AND (summary ~ A OR summary ~ B OR summary ~ C OR summary ~ D OR summary ~ E ) ORDER BY summary DESC

Step 3 : Transition issue to : Waiting for support

Step 4 : Add Comment to issue XXXXXXXXX

Step 5 : Else-if : Matches

project = "XX" AND status = "Waiting for support" AND component = ABC AND "Product Categorization" = BCD AND "Support Level" = "Level 1"

Step 6 : Transition issue to : User Testing

Step 7 : Else-if : Matches

JQL : project = XX AND status = "User Testing" AND updated <= endOfDay()

Step 8 : Add Comment to issue : Closing the ticket

Step 9 : Transition issue - Resolved

[Stefan Stadler]

Hi @Sampath 

every automation rule has a logging mechanism that shows, which branch has been used. You say, that the works well up to step 4 (which means, the first comment is added to the issue). 

Is this understanding correct?

If this understanding is correct, it also means that the if/else branch has been completed. It can always only be executed one of them, if any. The log can tell you, which branch has been used and without that logging, all we can do is guessing.

Can you share the rule as a screenshot and also post a screenshot of the logging for the automation?

Regards,

Stefan

[Sampath]

Hi @Stefan Stadler 

Yes First comment added to the issue, after that below audit log

The following issues did not match the condition

Error transitioning issues

[Stefan Stadler]

Hi @Sampath 

I cannot see the audit log from the automation. All the automations seem to be working based on JQLs. Did you check that there are acutally issues in the JQL?

Here is how you can find the audit log:

[Sampath]

HI @Stefan Stadler 

Audit Log : Status shows : Success upto step 4  after that transition not happened 

[Stefan Stadler]

Hard to answer what is wrong when almost all text is hidden…

I can read the word „Access“ in the message. Could it be that the executing User does not have enough permissions?

[Sampath]

Hi @Stefan Stadler 

I can validate the JQL query it shows success but output after step 4 its not transitioned  

[Sampath]

Hi @Stefan Stadler 

Audit Logi : Error 

Error transitioning issues

ITSM-XXXXX (This field is required (customfield_XXXX))

[Stefan Stadler]

As you can see in the log, there is a mandatory field required for this transition. That appears to block the transition from happening. You have to add the Field in the configuration of this step.