Automation rule with manual trigger and issue created trigger

[Arnau Barbecho Barrado]

Hello,

I want to execute an automation rule with two triggers. One manual (the agents will choose when they want to execute the rule) and one automatic when the issue is created.

The idea is that the agent can update fields in the issue, so we need that the agent can execute the rule manually when they update the fields.

Important. We don't want this automation rule to execute automatically when the fields are updated.

Thank's to all!

[Tomislav Tobijas _Koios_ · Accepted solution]

Hi @Arnau Barbecho Barrado ,

Could you explain what the actual use case for this part would be?

Yes, I know. But I want to have the manual trigger and an automatic trigger when the issue is created for the rule.

Do you mean that you would like 'manual trigger' somewhere on the issue create screen? I mean, manual triggers can always be visible once the issue is created (and issue creation is a separate trigger and there you would have 2 separate rules). I think the best way to explain this would be by some step-by-step scenario if you can provide one.

Cheers,
Tom

[Arnau Barbecho Barrado]

Hello @Tomislav Tobijas _Koios_ ,

Yes that's it.

An example of step-by-step can be:

1. The user create an issue and answer two questions.

Automatic Trigger = When the issue is created, a rule determines the priority of the ticket based on the answer of these questions and a scoring matrix.

2.  The agent analizes the issue and change the answer of these questions if apply (for example, we have a question with "Impact". The user may have answered "only to me", but the agent when analizes the issue can determine that affects many people).

Manual Trigger = The agent changes the answer and a new rescoring of the ticket is needed. To update scoring with the new answers.

3. Then the issue is worked by the agent or if the score changes and the priority is changed to very low, is "paused".

I hope that these step-by-step will help you.

Regars,

Arnau

[Tomislav Tobijas _Koios_]

Hi @Arnau Barbecho Barrado ,

I'm unsure why you would need a manual trigger in this case (step 2) as the agent can probably update values on the issue/ticket edit screen. For example, the agent changes the value on the issue view (in my case changes are performed on field Pending reason).

So, you can have a second automation rule that would be triggered on issue update/field value change (as Marc mentioned), and within you could add actions to 'recalculate fields', transition issue, etc.

Would that be efficient enough?

Cheers,

Tom

[Arnau Barbecho Barrado]

Hello @Tomislav Tobijas _Koios_ ,

Yes, this option is functional. And with the "Change type" = Any changes, the rule is triggered also when the issue is created.

Thank's,

Arnau

[Marc - Devoteam · Accepted solution]

Hi @Arnau Barbecho Barrado 

You can have a rule trigger on multiple events, see trigger "multiple issue events"

But the Manual trigger is not one on them, as this is  a specific  trigger, that can also be limited, for users and/or groups.

The only solution you have is to create 2 identical rules, one with a manual trigger and one with issue created trigger.

But in my option, why have a manual trigger, this would only be useful when information is not provided on creation, but still then make these options required on the request.

[Arnau Barbecho Barrado]

Hello @Marc - Devoteam ,

Okay, so I need to create 2 identical rules.

I thought that with only one rule I caould do it. This would be more usefull, I think.

The reason for these two triggers is in the answer to Tomislav.

---

1. The user create an issue and answer two questions.

Automatic Trigger = When the issue is created, a rule determines the priority of the ticket based on the answer of these questions and a scoring matrix.

2.  The agent analizes the issue and change the answer of these questions if apply (for example, we have a question with "Impact". The user may have answered "only to me", but the agent when analizes the issue can determine that affects many people).

Manual Trigger = The agent changes the answer and a new rescoring of the ticket is needed. To update scoring with the new answers.

3. Then the issue is worked by the agent or if the score changes and the priority is changed to very low, is "paused".

---

Thank's for your answer!

Regards.

[Marc - Devoteam]

Hi @Arnau Barbecho Barrado 

Then use the trigger "multiple issue events" and use the options Issue Created and Issue Updated.

Then based on issue creation the the priority is determined and if an agent updates the issue, the rule could then trigger again and the priority is determined based on the same rule, but based on the issue updated trigger.

[Arnau Barbecho Barrado]

Hello @Marc - Devoteam ,

That's it another solution, but I will apply the trigger Field value changed as @Tomislav Tobijas _Koios_ says. Because I can execute the same rule in both cases.

Thank's for the ideas!

Arnau

[Manoj Gangwar]

Hi @Arnau Barbecho Barrado You can use the manual trigger so that agent can trigger the automation by clicking on the action button on the issue.

[Arnau Barbecho Barrado]

Hello @Manoj Gangwar 

Yes, I know. But I want to have the manual trigger and an automatic trigger when the issue is created for the rule.

So, I need to have these two triggers in the same rule. And I don't see this option in JIRA automation.

Thank's for your answer!

[Manoj Gangwar]

@Arnau Barbecho Barrado you are right. Currently, you can use only one trigger in the automation. To achieve this, you need to create two automation rules. 

[Arnau Barbecho Barrado]

Okay @Manoj Gangwar 

Thank's for the solution.