JSM Automation

[Kale Bullen]

Hi All,

Firstly TIA!

I am trying to work out some logic with an automation with our JSM instance.

I would like run the following logic:

• IF project DPKTP AND status <=2 "In Progress" AND Organization = "same organization".

• THEN transition next ticket in queue to In Progress.

• ELSE do nothing.

In simple terms if X organization has less than 2 in progress tickets move the next ticket in line to in progress automatically. This should adhere to my SLA agreements and such and any other automations etc...

I am trying to conjure up some wonderful automation in Jira Automations but coming up short with a way to make this work.

See attached what I have started but coming unstuck with how to make it conduct my automation nicely.

[Vikrant Yadav]

Hi @Kale Bullen For this you need to write a project automation rule, use Lookup issues Action to count the number of issues match JQL. 

[Kale Bullen]

Hi Mate,

Thanks for this! It is a great start!

Now can you help me refine it further.

• If less that 2 issues are in progress for the same organization then transition the next issue in line to in progress status.
• This service desk will hold many customers and their respective organisations.
• According to SLA for the service being offered we cater for "2 active tickets" at any one time for the organisation.

Hope that makes sense.

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[Vikrant Yadav]

@Kale Bullen You're Welcome!

You need to modify JQL query for Lookup issues based on your requirement. I used simple JQL query. Using JQL filter out those issues on which you are working. 

Modify Compare two value Condition I used six replace it with 3. 

[Kale Bullen]

@Vikrant Yadav Thanks for this. But I am struggling how to get this lookup to include organisations field?

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[Vikrant Yadav]

@Kale Bullen  For organization, you can use smart value in JQL query :- 

Organizations = {{issue.customfield_10002.name}}

JQL : Organizations = {{issue.customfield_10002.name}} AND status = "In Progress"

[Kale Bullen]

Ok wonderful making headway!

This is what I have now.

See below.

Do you know how I can tackle the part where it will move the next ticket in queue to active? I would also like to change this automations trigger from when issue created to something like a schedule to run once a day or "X" time interval. Or even maybe when an issue is transitioned to statusCategory of done. 

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[Kale Bullen]

Hi All,

Just pinging this thread again to see if anyone has any ideas for me as I am still stuck with this final piece of the puzzle.