Automation on email incidents

[phil christensen]

Hi, apologies as I am new to JQL. and can only do the simplest of queries at the moment.  We are using LogicMonitor to poll our network devices and send emails to Jira Service Desk (JSD) on Alerts for device down, alert acknowledged and alert cleared. 

In each case the LogicMonitor incident ID is the same e.g. LMDxxxxx down, LMDxxxxx acknowledged, LMDxxxxx cleared and that information comes through in the incident/ticket Summary field as:

"LMD39736 The host LPLSW08 is down"

"LMD39736 critical - Ack of LPLSW08/HostStatus/idleInterval by xxx@<company>.com.au"

"LMD39736 ***CLEARED***critical - LPLSW08 Host Status idleInterval"

I would like JSD to create 1 ticket for LMDxxxxx down and add comments to that ticket for alert acknowledged and alert cleared events... right now it is raising 3 seperate tickets in JSD which is causing extra work to close/acknowledge/delete etc.

Can someone please help me define my automation rules?

Thanks in advance :-)

Cheers

Phil

[Raynard Rhodes]

Are three separate emails being sent to whatever email Jira is pulling from? 

[phil christensen]

Hi Raynard, LogicMonitor is a cloud based monitoring tool that poles our devices then sends an email to my JSD "project".  My project then assigns a key id (ticket #) and probably emails LogicMonitor back but LogicMonitor has no way of interpreting the emails it receives from Jira (pretty sure it ignores them), so it won't recognize JSD key ID's. 

This query is all about automating within a JSD project based on a common attribute (i.e. the Summary field) in the emails received from LogicMonitor (or any other system in fact).

:-)

Phil

[Raynard Rhodes]

Ah, I apologize. Should've read a bit more closely.

[phil christensen]

do you have any ideas Raynard?