Two Components are apply to incorrect tickets

[Tracy Collet]

We use our system to distribute the emails we receive daily. Our work is broken into groups(defined) as numbers. Example: 1207 and 207. 

When a ticket comes in with 1207 in the summary, it's assigning the component of 207 instead of 1207. I've tried to create a summary, doesn't contain rule before, that ended badly. Every ticket was only going to the one person. I am hesitant to update anything like that again. Please let me know if you need any other information.

Thank you,

Tracy

[Patricia Francezi]

Hi @Tracy Collet 

I would add to @Mikael Sandberg reply the following

The "contains" will match to 1207 too when it finds 207, do you agree?

There is no way to control the order the rule will check, so in this case, although it will seen complicated, and "ugly" having one single rule for this and if / else branchs for each. 

This way you will order better the matchs, meaning, will put the more specific like 1207 first, then the 207 and others in else branchs.  

[Tracy Collet]

Okay, should I put the 1207 in a does not contain statement? Within the 207 rule? Then follow that up with the rest of summaries for 207? Something like this?

[Mikael Sandberg]

@Patricia Francezi is correct, so instead of using the Field contain condition, change it to use JQL condition. That way you can search on exact phrases.

summary ~ "\"1207\""

This would only find 1207, 1207-0 and 1207 0.

For 207, I would use this one:

summary ~ "\"207\"" AND summary !~ "\"1207\""

Make sure you test both queries first, I usually do that by going to Filters > Advanced issue search and verify the JQL from there.

[Tracy Collet]

Okay, thank you both so much. I will work on those suggestions. 

[Patricia Francezi]

@Tracy Collet 

The structure would be like this

- If / else condition 

- Inside the if a branch

- Else condition 

- Inside every if/else a branch 

[Mikael Sandberg]

Hi @Tracy Collet,

Welcome to Atlassian Community!

The automation looks correct, the only thing that I can recommend if you want to test it out before enable it is to make a copy of it, and use the manual trigger and instead of edit issue field use the log action. That way you can go to an existing issue that have the correct summary and manually trigger to rule, then log in the audit log for it and verify that it looks correct.

[Tracy Collet]

Okay, I will have to try that. Thank you Mikael.