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Create uniqueID in custom field from a description

Michael Weers

Hi,

What i would like to create is the following.
I would like to automatically link tickets together automatically that we receive via e-mail and creates tickets.
Summary text is different but always has a matching uniqueID in there for that communication. Some examples in screenshot.

Screenshot 2024-10-17 at 09.14.09.png

Doing it with Branch/Rule does not work. It matches all of them on the summary when the numbers in that summary are different.

So my best guess to go forward is.
When a ticket is created, it gets the uniqueID from the summary and puts that in a custom field. Like custom field with "123456789" or the other "[ABC0012345]"

With this custom field i can link tickets together when we receive them to look this up an match them and then link automatically.

Is there a way to do this of does someone have another ideas on howto get this done?

Thanks in advance!

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John Funk

Hi Michael - Welcome to the Atlassian Community!

Can you share the actual rule that you have created so far?

Michael Weers

Hi John,

Sure, here it is.
Simple and not effective. I guess if i could extract somehow the uniqueID from the e-mail/ticket and put that in a custom field i can make it smarter. But there is where i get stuck ;-)

Screenshot 2024-10-24 at 08.42.19.png

Michael Weers

It's fixed and got there with AI and some testing

John Funk

Can you share your final rule with details?

Michael Weers

Yes i can, hope it helps someone else.

Screenshot 2024-10-28 at 08.15.39.png

Michael Weers

@John Funk
I do have another challenge.

Linking the issue(s) to another issue that has the same maintenanceID.
Somehow it links them al together(with also other numbers) and not only the one that has the same explicit value.

Any ideas what i'm doing wrong?
Some screenshots with code, log and tickets.

Almost there in what i ant, but somehow i can't get this one accurate.

Screenshot 2024-10-28 at 08.07.42.png Screenshot 2024-10-28 at 08.11.28.png Screenshot 2024-10-28 at 08.12.10.png

John Funk

Great! Thanks for sharing that.

John Funk

Yeah, that last step where it is linking the issues is not restricting it to the issues found in the Condition - the Condition is just making sure there is at least one that matches. I think I would add a Branch there with JQL and use the same code from the Condition Then move the Link issues action under the Branch. Give that a go and see how it works.

Also, you have this running every 5 minutes - unless you have unlimited executions for your rules, you are going to chew up a lot of executions!

Michael Weers

@John Funk
I guess you mean something else, as in what i did now is not working and does the same ;-)

Screenshot 2024-10-28 at 08.50.07.png

The 5 min is now just for testing, will change that after it works ;-)

John Funk

No, don't use Current Issue for the Branch - use JQL for the Branch. And put the same code in your Condition as the JQL.

Michael Weers

@John Funk
In the JQL i'm stuck as code.
This is incorrect it shows. But not getting in what to put there:

{{issue.customfield_maintenanceID}}{{equals)lookupIssues.customfield_maintenanceID}}

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