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How to send a notification with a new field value that is changed upon ticket creation?

Leyla Kinaze_wf2as1

Hi,

Upon a ticket creation, the priority of the ticket is changed based on the IMPACT and the URGENCY fields using a JQL condition:

(impact in ("Extensive / Widespread") and urgency in (critical, high))

The Priority is set to Blocker

After this field is changed, I need to send a notification with some of the ticket fields, including the new priority field:

:alert: *New Production Incident* raised {{issue.url}}, for *Component* {{issue.components.name}}, *Reporter* is {{reporter.displayName}}, *current status* {{issue.status.name}}, *priority* {{issue.priority.name}}

When I do this, I always get a notification with the default value of the priority not the updated priority value set in the automation rule.

How can I get the new priority value to be sent in the notification instead of the default value? Any hint/help would be greatly appreciated.

Accepted answers

Trudy P Claspill

Hello @Leyla Kinaze

Welcome to the Atlassian community.

What mechanism are you using to change the priority value? Is that a workflow Post Function or perhaps an Automation Rule?

What mechanism are you using to send the notifications? Is that coming from the built in Notification configuration, or is that coming from a rule?

If either of these is handled by an Automation Rule, please show us all the details of the automation rule.

All comments

Trudy P Claspill

Hello @Leyla Kinaze

Welcome to the Atlassian community.

What mechanism are you using to change the priority value? Is that a workflow Post Function or perhaps an Automation Rule?

What mechanism are you using to send the notifications? Is that coming from the built in Notification configuration, or is that coming from a rule?

If either of these is handled by an Automation Rule, please show us all the details of the automation rule.

Leyla Kinaze_wf2as1

Hi @Trudy P Claspill

Here are all the details:

As part of an automation rule upon ticket creation, I use the Urgency field and Impact field available in my project to set the priority value.

To change the priority value, I'm using an if matches a JQL query. I first set the Priority based on the Urgency and Impact field (cf 12902), once that's done, then I send a slack notification. The slack notification always has the default priority not the updated value. However, when I look at the ticket once created, the priority value is properly set as per the automation rules.

Here are the rules used in the automation:

+ When: Issue created
Rule is run when an issue is created.

< If: matches
(cf[12902] in ("Extensive / Widespread") and urgency in (critical, high)) or (cf[12902] in ("Significant / Large") and urgency in (critical))

Then: Edit issue fields
Priority = Bloquer

< Else-if: matches
(cf[12902] in ("Extensive / Widespread") and urgency in (medium)) or (cf[12902] in ("Significant / Large") and urgency in (high, medium)) or (cf[12902] in ("Moderate / Limited") and urgency in (critical))

Then: Edit issue fields
Priority = High

<Else-if: matches
(cf[12902] in ("Extensive / Widespread", "Significant / Large") and urgency in (low)) or (cf[12902] in ("Moderate / Limited") and urgency in (high, medium)) or (cf[12902] in ("Minor / Localized") and urgency in (Critical))

Then: Edit issue fields
Priority = Medium

<Else-if: matches
(cf[12902] in ("Moderate / Limited") and urgency in (low)) or (cf[12902] in ("Minor / Localized") and urgency in (high, medium, low))

Then: Edit issue fields
Priority = Low

If: matches
Issue Type equals Incident

Then: Send Slack message
:alert: *New Production Incident* raised {{issue.url}}, for *Component* {{issue.components.name}}, *Reporter* is {{reporter.displayName}}, *current status* {{issue.status.name}}, *priority* {{issue.priority.name}}

Else-if: matches
Issue Type equals Problem

Then: Send Slack message
:alphabet-yellow-exclamation: *New non-production problem* raised {{issue.url}}, for *component*{{issue.components.name}}, *Reporter* is {{reporter.displayName}}, *current status* {{issue.status.name}}, *priority* {{issue.priority.name}}

Else-if: matches
Issue Type equals Task

Then: Send Slack message
:alphabet-white-question: *New question/Support* ticket raised {{issue.url}}, for *component* {{issue.components.name}}, *reporter* is {{reporter.displayName}}, *current status* {{issue.status.name}}, *priority* {{issue.priority.name}}

Let me know if more information is needed. Thank you!

Trudy P Claspill

Hello @Leyla Kinaze

After changing the value in the issue, and prior to sending the Slack message, you need to add a Re-fetch issue data action.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Re-fetch-issue-data

Leyla Kinaze_wf2as1

Thank you @Trudy P Claspill - that did it!!! :-)

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