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Automate adding bug tickets to current sprint

Amal_Hoetmer

Hello Community,

We have an integration between our incident management system ServiceNow and my Jira project board. When a ticket is pushed from ServiceNow to my Jira board (Jira Cloud), it ends-up at the bottom of the backlog. Is there a way from me automate adding these support tickets to the current sprint based on the reporter?

Thanks!

Accepted answers

Ashley Hudson_r44fsl

Hey @Amal_Hoetmer

So yes, that is possible with a little native automation configuration. You'd have to set up an automation rule trigger when an issue is created: add the item using smart values to the sprint by using the smart value field "sprint ID." If you want to trigger it based on the reporter, then you'd have to create separate automation rules per reporter, add an if statement to the issue-created event, and match the sprint ID! You would also have to maintain this solution per sprint, so keep that in mind!

I hope this helps and gives you some clarity!

Kind Regards,

Ashley

Bill Sheboy

Hi @Amal_Hoetmer

Although what you describe is possible with an automation rule, I wonder how this impacts the team's use of Scrum and sprints.

When using Scrum, teams plan a sprint using their expected capacity to achieve a goal. Such teams, particularly ones who also have production support responsibilities, reserve some capacity for uncertainty in forecasts and to address unknown problems / opportunities.

Does your team bring every single issue created from ServiceNow into the current sprint? Or only the ones designated as "urgent" (or some other class of service). Please consider this for creating any automation rule changing the sprint's scope without the team deliberately choosing to do so.

Kind regards,
Bill

Ste Wright

Hi @Amal_Hoetmer

I do agree with @Bill Sheboy that ideally, you would decide if a bug goes directly into a sprint as a team, rather than automating it.

You might want to consider an alternative Automation, such as notify the Team when a ServiceNow bug is created, so it can be reviewed.

---

However, this is how you could do what you've requested:

Trigger: Issue Created
Condition: User Condition
- User = Reporter
- Check to perform = is
- Criteria = UserName here
Condition: Issue Fields Condition
- Field = Issue Type
- Condition = equals
- Value = Bug
Action: Edit Issue
- Field = Sprint
  - Value = Board here

---

I've included a second condition for the "Bug" issue type - this is to future proof the rule, in case other issue types are/will be transitioned from SNOW in future.

Let us know if this helps!

Ste

All comments

Ashley Hudson_r44fsl

Hey @Amal_Hoetmer

I hope this helps and gives you some clarity!

Kind Regards,

Ashley

Bill Sheboy

Hi @Amal_Hoetmer

Although what you describe is possible with an automation rule, I wonder how this impacts the team's use of Scrum and sprints.

Kind regards,
Bill

Ste Wright

Hi @Amal_Hoetmer

I do agree with @Bill Sheboy that ideally, you would decide if a bug goes directly into a sprint as a team, rather than automating it.

You might want to consider an alternative Automation, such as notify the Team when a ServiceNow bug is created, so it can be reviewed.

---

However, this is how you could do what you've requested:

Trigger: Issue Created
Condition: User Condition
- User = Reporter
- Check to perform = is
- Criteria = UserName here
Condition: Issue Fields Condition
- Field = Issue Type
- Condition = equals
- Value = Bug
Action: Edit Issue
- Field = Sprint
  - Value = Board here

---

I've included a second condition for the "Bug" issue type - this is to future proof the rule, in case other issue types are/will be transitioned from SNOW in future.

Let us know if this helps!

Ste

Amal_Hoetmer

Hi Bill, Thanks for your answer. Yes, the team is also supporting Prod and time is reserved in each sprint to support any reported issues in Prod. The issues we get from ServiceNow are bugs reported during a sprint, so they must at least be looked at by one of the team members to determine whether they should be fixed during current sprint or can wait to the next one. The fact that they end-up completely at the bottom of the backlog, means that we don't see them when they come in unless someone is watching the backlog and moving them manually to be investigated.

Amal_Hoetmer

Thanks for the answer Stephen, I'm going to give it a try and let you know.

Amal_Hoetmer

Thanks Ashley

Ste Wright

Let us know how it goes

Ste

Amal_Hoetmer

Works like a charm :-). Thanks a lot Stephen!

Josh_Unito

Hi @Amal_Hoetmer! I'm from Unito - we're an Atlassian partner with a no-code 2-way integration for Jira and ServiceNow.

If you're still having trouble with your incident management system, I think our integration could be a simpler (and cheaper) solution. It's all self-serve with customizable rules and field mappings, and you don't have to write any script whatsoever.

I put together this article to highlight the use cases for the integration with ServiceNow if you're curious.

You can get Unito's Atlassian app right here.

Feel free to reach out if you have any questions!

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