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Lookup issues in email and avoid duplicate

unknown

Hello I hope you are doing well, I'm having an issue with one of our customer, when their issue is modified the system send an email modifying the object and not the content of the email so I have several duplicate on my side.

I tried the lookup automation rules but I would like a lookup with only the first couple words of the summary and not the whole things.

Exemple :

Ticket #24135 has been re-opened.

Ticket #24135 status has changed to in progress

Ticket #24135 has been closed.

They are all about the same issue on our customer side but, our system create one ticket for each of them because the subject (summary) is not the same.

I would like to have a rule which look up only the 5 digits after the Ticket# to link them together and avoid duplicates.

Thank you in advance !

Help ! :P

Accepted answers

Bill Sheboy

Hi @[deleted]-- Welcome to the Atlassian Community!

For a question like this, please consider posting images of your rule and the audit log details. That may provide more context for the community to offer suggestions. Thanks!

Until then...I cannot discern if you are creating the new issues from an email handler or from an automation rule. If it is from an automation rule, please take a look at the left() or match() functions to help extract what you need from the summary field: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/

Kind regards,
Bill

Sachin Dhamale_o1c5zi

@[deleted],

Welcome to the Community,

If this email are going through automation rule then need to make changes in the automation rule in the body section.

All comments

Bill Sheboy

Hi @[deleted]-- Welcome to the Atlassian Community!

For a question like this, please consider posting images of your rule and the audit log details. That may provide more context for the community to offer suggestions. Thanks!

Kind regards,
Bill

Sachin Dhamale_o1c5zi

@[deleted],

Welcome to the Community,

If this email are going through automation rule then need to make changes in the automation rule in the body section.

unknown

Thank you for the fast answer ! Sorry here the image of the rule (well my ''try'' as a rule ahah) :

2022-03-01 08_51_41-Automation - Jira.jpg

unknown

Thank you, I do know that but I'm wondering how with the lookup variables can I only look up a part of the text in the object for the summary and not the whole sentence.

Stefan Salzl

Hi @[deleted],

The following link describes several actions/functions regarding how to work with/manipulate strings from smart values:

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/

Best
Stefan

unknown

Thank you for the link, I did have a look at it, but how can I use the Lookup action in an automation to see if there is any other issue with the same start (first left 12 charac) as the one that trigerred the event ?

Bill Sheboy

Thanks for that information.

For your use case of wanting to link issues, the Lookup Issues is probably not what you need. Instead you probably want to branch with JQL to match the issues for the linking.

Before changing your rule further, would you please clarify what is creating the issues that is triggering this rule: an email handler, another automation rule, or something else? Knowing that will help to suggest improvements to try.

unknown

Wow you are the best.

The issues is coming from an email handler. It goes a little bit like this :

- Receive email from customer

- An issue is created because the subject of the email is different (Even if it's the same Ticket, the fact that the status change is included in my customer email subject, Jira create a new issue.)

- Lookup in Jira if there is already an issue summary that contains the ''beginning'' of the summary (Here the value is Ticket #24135).

- If it already exist, transition the new issue to '' in progress'' and link it as ''duplicate'' to the already existing issue.

I hope it makes sense.

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