How to answer ticket that has similar ticket name at once

[Rose Satawiriya]

Hi,

I don't have full JIRA permission, but usually when I work on tickets I typically receive 3 different tickets that can be grouped in the same category for example:

* Ticket 1 title is "Jeans 40$"

* Ticket 2 title is "Jean 29$"

*Ticket 3 title is "Jean 50$"

When I perform action for all three tickets (with the same reporter for all three tickets) I would like to build automation rule that effectively notifies the reporter that it's done and I want to close these tickets to done effectively at the same time without sending duplicate messages. Please suggest an efficient way thanks! 

[Rose Satawiriya · Accepted solution]

Hello @Trudy Claspill  To simplify this for you, there are two scenarios of ticket response I want to set up.

1. Normal individual ticket, with the name NOT containing "win-back" in the issue summary - this I successfully to set up automated response once I close ticket, it gets sent to the reporter.

2. There are "Win-back" type of tickets, where it usually comes in a batch of 3 tickets ( with the same reporter) and instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

This is some of the JQL I set up based on my internet search, but i'm not sure about it, also I only want it to affect the present ticket moving forward.

Thank you in advance, hope my explanation is clear to you.

[Trudy Claspill]

Hello @Rose Satawiriya 

Welcome to the Atlassian community.

Can you tell us the type of project where these tickets exist? You can get that information from the View All Projects page under the Projects menu. Find the project in the list and tell us what it says in the Type column.

If you are not a Project Administrator for the Project or a Jira Administrator, you probably don't have access to create automations within Jira. You would have to work with your Jira Administrators for that.

You probably also do not have any control over the sending of notifications to the reporter. They will be notified for activities on each ticket. That is something else you would have to get help from your Jira Administrators to change.

So, my recommendation is that your first contact your Jira administrators to raise this suggestion to them to look at ways to improve your team's usage of Jira.

[Rose Satawiriya]

Hi Trudy, thank you for your response. I actually have JIRA administrator access and I have tested few of automation rules earlier. From your question, it's a Company-managed software.

I wasn't sure about logic I built, and I want to ask for suggestion of how to approach closing tickets like this, thank you in advance. 

Rose

[Trudy Claspill]

Hello @Rose Satawiriya 

If you already have an automation rule constructed and you want help regarding it please provide the following:

1. A screen image that shows all the steps in the rule.

2. Screen images that show the details of each step.

3. An explanation of what you expect/want the rule to do.

4. A description of what happens instead, if you have run the rule and not gottem the reults you expected.

5. A screen image showing all the details in the Audit Log for an execution of the rule where you did not get the results you expected.

[Trudy Claspill]

Thank you for that screen image, @Rose Satawiriya . That is helpful.

The Notifications for a Company Managed Software project are configured in a Notification Scheme associated with the project. You can navigate to Project Settings > Notifications to see how that is configured.

Regardless of what you do in the rule, the actions you take in the rule and outside of the rule to update the three similar tickets may result in notifications being sent to the Reporter of the three issues, based on the Notification Scheme for the project. An Automation Rule can't be used to prevent those notifications from being set.

Reviewing your statement:

2. There are "Win-back" type of tickets, where it usually comes in a batch of 3 tickets ( with the same reporter) and instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

There are some portions of this that seem to contradict each other:

instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

Can you walk me through what you would like to happen in this scenario, step by step? Example

1. You transition an issue to DONE
2. This triggers a rule
3. In the rule Jira checks to see if this is a win-back issue.
4. If it is not, the rule takes no further action
5. If it is a win-back issue
   1. The rule will send one email to the reporter
   2. The rule will automatically close the not-closed issues from the same Reporter that have a similar Summary

Identify what action you would be taking in Jira that would trigger the automation to occur.

Identify each action that rule should take. Identify any conditions that apply to the various actions, clearly specifying the specific actions to which a condition applies.

[Rose Satawiriya]

Hi Trudy,

Thank you for your response!

What I would like to achieve is as following:

1. The scenario is: Reporter will open three separate tickets at the same time, and my role involves completing the task specified on the tickets.

2. Once I complete the task, I usually organize my work by moving tickets to status 'DONE' so it's out of the queue.  This is the trigger I want to set. I wanted the rule to capture ticket with the name containing the word "win-back" to learn that if I close these 3 tickets when the task is done, send one email to reporter.

3. Since the three tickets from the same reporter will be done at the same time as well, I would like to notify just once, I am okay with transitioning the status of ticket manually.

Last week I tested the rule, and it seems to be working However, I would like to send you to help check again.

Just to clarify this, when the status changes (for non Win-back tickets) > it triggers the notification to reporter. For Win-back tickets, I googled JQL that commands the rule to look up similar tickets first, and even I close tickets three times, in my test it sends only one automatic email.

Let me know if it's unclear, or you think the logic doesn't make sense, thank you in advance :) 

[Trudy Claspill]

You said you tested the rule last week and it seems to be working.

If the rule is working, what question are you trying to get answered at this time?

What I see in the rule above is:

WHEN: an issue transitions from In Progress to Done

IF: that issue has "Win-back" in the Summary

THEN: look for any other issues by the same reporter that also have "Win-back" in the Summary and where status is not "Closed"
-- Set those issues to status Done

AND: Send an email

One flaw that I see in the rule is that the Status you are using in the trigger and in the Transition Issue action is Done, but in the For JQL branch you are testing for status!=Completed. You should be using the same status value in all three locations.

Another thing I would check is on the Rule Details page make sure that this box is unchecked

If that box gets checked, then the transitions that you execute in the For JQL branch will cause this rule to call itself again for each of the issues you transition in the branch.

[Rose Satawiriya]

@Trudy Claspill  Hi Trudy, that is insightful. Thank you for suggestions, I guess your explanation is clear enough and that should resolve my issue. I will also uncheck the box you mentioned, thank you so much! 

[Trudy Claspill]

You're welcome.

If you find that my responses have helped you resolve your questions, please consider clicking the Accept Answer button above my response thread to mark your Question as Solved.