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Can you build a process in Jira to send an email based on a button press in an incident

Steven Lees-Smith

Hey there,

We have a process that Cherwell technicians can send a ticket to Jira to be worked on if it was lodged incorrectly or needs to be worked on in Jira.

What I am hoping is a simple reverse process in two manners.

1) If the ticket originated in Cherwell then the reporter in Jira is Cherwell User and it has the Cherwell incident number in the short desc. If this needs to go back to Cherwell then click the button and an email is sent to the service desk with the key Cherwell incident info, it will find that info in Cherwell based on email monitor automation, add a comment and put the ticket back in the Support queue.

2) A ticket originated in Jira and needs to go to cherwell. From within the ticket a button is pressed that emails the short desc, description and ideally comments to the service desk and creates a new ticket in Cherwell.

My question, do we have the ability to build these email workflows from issues in Jira in the way I have outlined above or some variant of it.

Thanks for your time.

Accepted answers

Bartosz Ornatowski

Hi @Steven Lees-Smith ,

I think Automation for Jira can help you out in here. Basically, that button you mentioned could be a status transition, and in Automation rules, you set up a rule like:
Trigger: Transition to CHRWL status
Condition: I don't think you need any in that scenario
Action: Send outgoing web request to cherwell OR Send an email

You can read all about it here: https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

Similar rules could be created for both points, I think but let us know on the community if you need any specific help with those.

Cheers,
Bart

All comments

Bartosz Ornatowski

Hi @Steven Lees-Smith ,

You can read all about it here: https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

Similar rules could be created for both points, I think but let us know on the community if you need any specific help with those.

Cheers,
Bart

Steven Lees-Smith

Thank you for the reply, that looks like an awesome place to start. I'll have a read through the info on that page and come back to you.

Cheers

Steven Lees-Smith

I have this working as a manual trigger rule run at the moment.

This works fine for Option 1 as I can send an email back to the reporter, in this case it is the servicedesk email. Cherwell logic finds a matching existing ticket and I have a basic update happening at the moment that says "Pushed from Jira" all simple and functional.

What I cannot see how to do is to specific the service desk email for tickets that start in Jira and need to be pushed to Cherwell.

I can't see how to free form enter a value in the 'To' field for the Send Email action.

Is there a way to do that?

Steven Lees-Smith

@Bartosz Ornatowski Can you help me with one last thing.

We have custom fields, in Jira and one of them is the Specific studio location. It's customfield_10062. I have been trying to pass that value back to Cherwell as part of an email (Cherwell parses the email for fields) but the value is always null, just not there obviously incorrect.

I have tried;

it never returns any data, but I can see the field populated in the issue.

What am I missing here.

Steven Lees-Smith

Never mind, I just stripped this down and it now works.

was what I needed.

Daniel Davkovski_6gge5n

dude, you saved me from agony, been trying to fix the same need for hours now... Thanks for this!

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