Automation rule to set different priority based on different values in the description fields

Question

I am trying to define an automation rule based on Smart Values that sets the priority of an issue based on finding in the issue description the value of a severity. The issue is originated via mail from a different ticketing system.

The logic would be something like:

- If summary contains "Severity" and after Severity I find:

* "Low" then priority is P4
* "High" then priority is P2
* "Critical" then priority is P1

By default, tickets are P3.

I have tried different approaches, none of them seem to work:

- Branching, which seems to work, but after branching setting the priority I need to clone the ticket into another project and carry over the priority, and in some cases it hasn't been updated in time, which clones the ticket with incorrect priority

- IF/THEN actions, which could work but would force me to copy all actions in the 4 different branches, which does not sound right to me

- Smart values like this work in an EDIT field action:

{
"fields": {
"priority": {
"name": {{#if(issue.description.substringAfter("Severity").substring(1,50).match(".*(Critical).*").isNotEmpty())}}"P1"{{/}}
}
}
}

However, I can't use them to set different cases as per my logic, and If I try to duplicate the edit action as per my conditions, it retrieves the error invalid JSON, I suppose because it does not accept different values for the same field even when there is an #if

Any recommended approach for this?

Bill Sheboy · Answer

Hi @Raul Blazquez

First thing: I recommend using a select list field for your values rather than the Description to drive setting the Priority.  It is more manageable, controllable for entry, and reduces errors.

If that is not possible, I recommend using the last approach with conditional logic, with some adjustments.  The reason you got the invalid JSON is that you are not handling all possible cases.

I recommend...

* first, before updating the rule confirm the exact syntax to expect for the Description field
* using an if/else, add a single condition with a regular expression to confirm the Severity is one of your expected values* and if so, you can extract the value into a created variable...
* using that with the conditional logic in the JSON expression

* for the else to the condition, set the default value to P3

You could do all of this in a single condition, with nested ifs, although that will be more difficult to debug and maintain over time.

Kind regards,
Bill

Gaurav_0av1h6 · Answer

Hello @Raul Blazquez

As per my understanding, IF/ELSE construct is the best way.

For this, you can extract the substring, store it in a variable and use it to build the If/ELSE construct.

Please let me know if you ned help with the rule.

--GG