Automation Questions

[Jeren Wunder]

We are working to set up automations to notify specific parties of tickets that have been open and stagnant for 90 and 180 days.  I created the automations to the best of my knowledge but we have found the following two results.

1. The emails that are generated is only showing the title and the message I added.  It does not list the ticket number, name, or info at all.
2. It is generating an individual email to the specified email addresses for each and every ticket found in the trigger.

We are hoping to have it generate a single email with a list of all tickets found in the trigger.  I am not sure where to go from here.  I am pasting the code I used below in the JQL script. The screenshots attached show the rule I have set.  

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status = "In Progress" OR status = "Waiting for Support" OR status = "Waiting for Customer" OR status = "Support Review" OR status = "Waiting for Vendor" OR status = "Waiting for Approval" OR status = "Development Review" AND updated <= -90d

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Thank you!

[Trudy Claspill]

Hello @Jeren Wunder 

What are the details of your Send Email action? The email generated will include only the content you specify in that action. It does not automatically include issue information unless you add to that content the smart values to obtain that issue information.

If you want a single email generated that includes a list of the issues, then rather than put a JQL into the trigger I would recommend instead having a Lookup Work Items  action after the trigger and put the JQL into that action. That gets you a list of all the issues contained in the smart value {{lookupIssues}}. To then print out information about each issue in the list in a single email you would use syntax such as

{{#lookupIssues}}
* {{key}}
{{/}}

This syntax instructs the system to list the value from the key field for each issue in the lookupIssues list. The asterisk and the space after it are literal, so the output would look like:

* ABC-111
* ABC-222
* ABC-333

[Jeren Wunder]

I probably am missing some coding but I am new to these scripts.  Here is my Send Email action.  I am just sending it to my own email for now due to the spam issues.

[Trudy Claspill]

Thank you for that screen image @Jeren Wunder 

As I suspected you don't have any syntax in the Send Email content to include any information about the issues. You have to proactively include that in the content - it won't be added automatically.

You have to add Smart Values to the content of the email to include details from the issue. The specific smart values to include depend on the structure of your rule and which fields from the issue you want to include.

Because you mentioned that you want only one email sent, and for that one email to include a list of the issues, I reiterate my recommendation that you remove the JQL from the Scheduled trigger and instead use a Lookup Issues action that includes that JQL.

[Robert DaSilva]

Hi @Jeren Wunder ,

In addition to the great answers provided by Andy and Trudy, you can also make use of Jira Filter Subscriptions. This feature lets you create JQL filters, and then subscribe to the results of those filters.

https://support.atlassian.com/jira-software-cloud/docs/manage-filters/#Subscribe-to-a-filter

It seems you already have the JQL for the two time periods you are interested in, so all you'll need to do is set up those filter subscription, and you're done!

Hope this helps,

Robert

[Trudy Claspill]

Adding to this...

If the email needs to go to individual users, those individual users must be licensed users of Jira, have access to the issues through Jira, and setup uf the subscriptions to the filters themselves.

A person cannot set up a filter subscription so that the output goes to another user. They can set up a subscription to be delivers to a User Group, which helps if the intended recipients have been defined in a User Group.

And if the recipient doesn't have access to view the issues in Jira already, then the output they receive will be empty.

But using a filter subscription otherwise is a great solution that does not count against your Automation usage.

[Andy Rusnak]

Hi @Jeren Wunder , 

Thanks for using the Community!  I believe the reason that it is sending an email for every issue returned in your JQL is that you have the 'Run a JQL search and execution actions for each work item in the query' option checked.  This will perform the subsequent actions in the Rule for every Work Item returned.  

If you want it to just sent a single email with the list of issues you will want to uncheck that option.  

In terms of the iterating over the list of returned issues, you would likely want to implement something like what is described within Lookup Work Items using the {{#}} and {{/}} operators to set up a loop.  Without seeing the syntax of the notification it is difficult to weigh in on specifics, but something like that would need to be set up to iterate over the issues returned.  

If you want to post a screenshot of your notification action I might be able to weigh in further.  

Best, 

Andy

[Bill Sheboy]

Hi @Andy Rusnak 

The option to bulk-process work items for the Scheduled trigger and JQL branches only applies for Jira Server and Data Center automation, yet this question appears to be for Jira Cloud. 

Instead, a Lookup Work Items action may be used, such as described in this KB article for gathering and sending the items by assignee:

https://support.atlassian.com/automation/kb/automation-rule-to-send-single-email-for-all-issues-per-assignee-due-next/

Kind regards,
Bill