Triggering a single instance of email send based on Comment added

Question

Hi. I currently have a Project Automation rule that looks for a specific phrase whenever that phrase is added to the Comments section. This is achieved via a Canned Response that is adds the specific phrase. Once the condition is met an email is sent to a group of recipients. The rule works properly

When: Issue Commented (Rule is run when a comment is added to an issue)

JQL Condition: labels = ICN_NRD AND comment ~ 'CIPHER NON-COMPLIANCE' AND (status in ("Waiting for Customer","Engage Technical Specialist","Approved"))

Send Email

The issue I have is that for each subsequent comment added it keeps sending the emails which I'd like to avoid. The email should only the first time the comment is added.

I tried to find a way to trigger the email via a Canned Response being used but looks like I don't see this available as a field I can use.

Thanks

Rich Imbrogno · Answer

Yeah, As I'm a project admin only I'm not allowed to add a custom field and are system admins are refusing all future requests lol. So, it's a label or a component as an option. I'll create some test cases and see if it has any impact. Thanks again for your suggestion

Mark Segall · Answer

Yeah, I hesitate with extra labels too (easy for someone to remove them).  You could use a custom field or a component as an alternative.

Rich Imbrogno · Answer

Thanks Mark. I like that suggestion. I thought about this initially but my only concern is that downstream reports and processes that we may be impacting by introducing a secondary label.  I think this will work though. Thanks again.