I would like a service request to be marked high priority if it comes from the CEO or the CIO. Here's what I wrote for the automation: * IF * Field "issue-reporter" (custom field that contains the email address of the requester) * Condition "Contains" * CIO@email.com OR CEO@email.com * Then Edit issue Priority to "High" But as I'm doing testing, even when the "issue-reporter" field matches the email address I'm checking against, it fails. I'm wondering if this is a syntax error, or if there's a better way to do this?

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Automatic priority based on customer email?

Gena Welk_nkt585

I would like a service request to be marked high priority if it comes from the CEO or the CIO.

Here's what I wrote for the automation:

IF
Field "issue-reporter" (custom field that contains the email address of the requester)
Condition "Contains"
CIO@email.com OR CEO@email.com
Then Edit issue Priority to "High"

But as I'm doing testing, even when the "issue-reporter" field matches the email address I'm checking against, it fails.
I'm wondering if this is a syntax error, or if there's a better way to do this?

Accepted answers

Gena Welk_nkt585

Hi @Vamsi , I am not getting an error message. The reason I know it isn't working is because it is not editing the priority field.

All comments

Vamsi Kandala

Hi,

What is the error message you are getting?

Did you try checking for only of the emails?

Also, can you post the screenshot of your automation rule?

Thanks,
Vamsi

Gena Welk_nkt585

Hi @Vamsi , I am not getting an error message. The reason I know it isn't working is because it is not editing the priority field.

Gena Welk_nkt585

Screenshot 2023-02-16 135448.jpg Screenshot 2023-02-16 135425.jpg

Vamsi Kandala

Hi @Gena Welk

Thank you for sharing the screenshot.

Looks like the condition for checking the value 'test OR email@yahoo.com' is incorrect.

Did you get the chance to test with only one of the email addresses?

Instead of using the 'Issue fields condition' component, can you try using the 'JQL condition' component and try

project = 'xyz' and (issue-reporter ~ "test" or issue-reporter ~ "email@yahoo.com")

Hope this helps.

Thanks,
Vamsi

Gena Welk_nkt585

First, I want to thank you for taking the time to understand and respond to my question @Vamsi Kandala .

And yes - your answer granted me success!! Now I just need to learn some JQL syntax (ie what ~ means...)

But now to make it harder - I actually have at least 20 people who are VIP's and they each have 2 known email addresses in my org. Do I need to write "or issue-reporter ~ "email@yahoo.com" 40 different times? Or is there an easier way?

Vamsi Kandala

Hi @Gena Welk

Glad that it worked out.

If all the emails related to the same Priority value, then unfortunately, you will have to include them like above JQL query.

Else, look for some common word among all the VIP emails and narrow it down. I can help you in building the query if I have the list of all email addresses you want to check.

Yes, it is a good idea to learn more about JQL syntax. It helps you a lot going forward.

Regarding "~", it acts like a 'contains' keyword. Please refer to this article for more help:

https://support.atlassian.com/jira-software-cloud/docs/advanced-search-reference-jql-operators/

Thanks,
Vamsi

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