Best way to automate "Incompatible File" warnings (e.g., APK requests for iOS) in JSM portal?

[Liam Franklline]

Body: Hi Everyone,

I am currently refining our Jira Service Management (JSM) customer portal. We've noticed a trend where users are submitting requests for mobile applications but selecting the wrong operating system for the file extension—specifically, users requesting "Tekken 3 APK for iOS".

Since .apk files are strictly for Android and won't run on iOS, I want to reduce the manual work for our agents by handling this via automation.

I have two questions:

1. Is there a way to use Jira Automation to scan the description for keywords like "APK" and "iOS" and automatically post a canned response explaining the incompatibility?

2. Can we use Forms (ProForma) validation to prevent a ticket from being submitted if the file extension in an "Attachment" field doesn't match the "OS Type" selected in a dropdown?

Looking forward to hearing how others handle these "impossible" user requests!

[Tomislav Tobijas]

Hi @Liam Franklline ,

You could use JSM forms (ex ProForma), but you still cannot add regex to the attachments field. Meaning, there's still a risk of customers submitting wrong files. 👀
You could play around with sections and add some clear info panels for clearer instructions. E.g. 👇

As for the automation part, you could potentially build something like this:

With the addition of this: JRACLOUD-61024: Allowlist and Blocklist attachment type in Jira > check the Workaround section on having attachment criteria 👈

You can find more info related to attachment smart values here: Automation smart values - issues / {{attachment}} 
Probably you could use 

{{attachment.mimeType}}

to extract attachment type(s) and check if they 'match' those in the description.

Cheers,
Tobi