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different automatic responses to incident conditional to a response in form.

Andy A_j5c98d

Hi all,

Ive created a JSM 'raise an incident'. Inside of this there is a form and it has a conditional response Yes / No.

I want to automate two things based on this yes / no:

1. Different automated acknowledgement responses to the submitter.

2. If no, then automatically closes the ticket. If yes, then ticket goes onto board.

Can anyone help please? thanks. Andy

Accepted answers

Rebekka Heilmann (viadee)

You can use Automation.

Trigger would be "Issue created", then you would probably need an if-statement filtering only your Incident requests.

Did you actually use "Forms" or the standard request form functionality? Either way, you could configure your request so that the result of the Checkbox (or whatever you used) ends up in an issue field. That's then easy enough to pull from automation.

All comments

Rebekka Heilmann (viadee)

You can use Automation.

Trigger would be "Issue created", then you would probably need an if-statement filtering only your Incident requests.

Andy A_j5c98d

Hi Rebekka,

thanks for your quick reply and answer. Im a newbie to JIRA and trying to give it a test run.

Ive looked to implement your solution and I can see that it would work. However, the way ive set up the request is to avoid the pre-defined fields as none seem to offer a yes / no (or other drop down) variable. Therefore Ive incorporated a form into it, which does have the drop down option.

As a work around what I have done is used a default field in the request and asked the question. Ive then used IF and if their response contains 'y' then do X, if 'n' then do Y - hopefully that will work, but not a clean solution.

Thanks for your time again.

Andy

Rebekka Heilmann (viadee)

You can just create a custom field using Radio Buttons or Select Lists and have yes / no as the options.

Screenshot 2024-01-03 104704.png

Note, that you can translate the Fieldname however you cannot translate the options. If your portal is mainly used in English anyway, that shouldn't be an issue though.

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