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Email Automation Issue

Michael Bray_coelr0

I have set up an automation that sets the priority of an incident based on the impact and urgency, following that I want it to send an email to the support mailbox with the summary, description and priority.

The mail sends as expected but is displaying the default priority and not the actual priority, so no matter what the actual priority is the mail states that the priority is 3, which is the default.

Anybody able to help so that it displays the correct priority in the email?

Cheers

Accepted answers

Jovin

Hey @Michael Bray

This comes down to when the issue data is retrieved by the automation. If you're modifying values and then sending the email, you're still looking at the original data set retrieved - confusing, right?!

Before you send the email insert an action called Re-fetch issue data, that will solve your problem

All comments

Nicolas Grossi

@Michael Bray Can you add details of your automation configuration and mail setup ?

Nicolas

Nikola Perisic

Welcome to the community @Michael Bray

You can change the priority scheme for your project and choose the default priority for it.

Michael Bray_coelr0

yeh its not the default priority I want to change, its the priority reported in the email notification

Jovin

Hey @Michael Bray

Before you send the email insert an action called Re-fetch issue data, that will solve your problem

Nicolas Grossi

@Michael Bray And you are saying that issue priority is set on creation and it is different when the mail is send ?

Nicolas

Nicolas Grossi

@Jovin why is needed to call this function in 2 totally different actions ? I think there is an issue there.

Nicolas

Michael Bray_coelr0

Awesome thank you, been tearing my hair out on this one :-)

Jovin

Hey @Nicolas Grossi - I see the screenshot of the automation below in reply to you; nothing is being modified in that current automation, but it looks like it's possibly firing BEFORE his prioritisation automation.

The separate action is required as when the automation starts it loads the data into "local memory" for quick referencing in the automation, the modification actions modify the database "remote memory". Before you then do anything else with it, you should re-fetch to get that latest version of data. You can see it here in the knowledge under "Re-fetch issue data" https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/

@Michael Bray - I'd suggest you merge your prioritisation automation into the email notification, doing the prioritisation before the email and include the Re-fetch issue data.

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