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How to answer ticket that has similar ticket name at once

Rose Satawiriya

Hi,

I don't have full JIRA permission, but usually when I work on tickets I typically receive 3 different tickets that can be grouped in the same category for example:

* Ticket 1 title is "Jeans 40$"

* Ticket 2 title is "Jean 29$"

*Ticket 3 title is "Jean 50$"

When I perform action for all three tickets (with the same reporter for all three tickets) I would like to build automation rule that effectively notifies the reporter that it's done and I want to close these tickets to done effectively at the same time without sending duplicate messages. Please suggest an efficient way thanks!

Accepted answers

Rose Satawiriya

Hello @Trudy P Claspill To simplify this for you, there are two scenarios of ticket response I want to set up.

1. Normal individual ticket, with the name NOT containing "win-back" in the issue summary - this I successfully to set up automated response once I close ticket, it gets sent to the reporter.

2. There are "Win-back" type of tickets, where it usually comes in a batch of 3 tickets ( with the same reporter) and instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

This is some of the JQL I set up based on my internet search, but i'm not sure about it, also I only want it to affect the present ticket moving forward.

Thank you in advance, hope my explanation is clear to you.

Screenshot 2025-01-23 103049.png

All comments

Trudy P Claspill

Hello @Rose Satawiriya

Welcome to the Atlassian community.

Can you tell us the type of project where these tickets exist? You can get that information from the View All Projects page under the Projects menu. Find the project in the list and tell us what it says in the Type column.

If you are not a Project Administrator for the Project or a Jira Administrator, you probably don't have access to create automations within Jira. You would have to work with your Jira Administrators for that.

You probably also do not have any control over the sending of notifications to the reporter. They will be notified for activities on each ticket. That is something else you would have to get help from your Jira Administrators to change.

So, my recommendation is that your first contact your Jira administrators to raise this suggestion to them to look at ways to improve your team's usage of Jira.

Rose Satawiriya

Hi Trudy, thank you for your response. I actually have JIRA administrator access and I have tested few of automation rules earlier. From your question, it's a Company-managed software.

I wasn't sure about logic I built, and I want to ask for suggestion of how to approach closing tickets like this, thank you in advance.

Rose

Trudy P Claspill

Hello @Rose Satawiriya

If you already have an automation rule constructed and you want help regarding it please provide the following:

1. A screen image that shows all the steps in the rule.

2. Screen images that show the details of each step.

3. An explanation of what you expect/want the rule to do.

4. A description of what happens instead, if you have run the rule and not gottem the reults you expected.

5. A screen image showing all the details in the Audit Log for an execution of the rule where you did not get the results you expected.

Rose Satawiriya

Hello @Trudy P Claspill To simplify this for you, there are two scenarios of ticket response I want to set up.

1. Normal individual ticket, with the name NOT containing "win-back" in the issue summary - this I successfully to set up automated response once I close ticket, it gets sent to the reporter.

This is some of the JQL I set up based on my internet search, but i'm not sure about it, also I only want it to affect the present ticket moving forward.

Thank you in advance, hope my explanation is clear to you.

Screenshot 2025-01-23 103049.png

Trudy P Claspill

Thank you for that screen image, @Rose Satawiriya . That is helpful.

The Notifications for a Company Managed Software project are configured in a Notification Scheme associated with the project. You can navigate to Project Settings > Notifications to see how that is configured.

Regardless of what you do in the rule, the actions you take in the rule and outside of the rule to update the three similar tickets may result in notifications being sent to the Reporter of the three issues, based on the Notification Scheme for the project. An Automation Rule can't be used to prevent those notifications from being set.

Reviewing your statement:

2. There are "Win-back" type of tickets, where it usually comes in a batch of 3 tickets ( with the same reporter) and instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

There are some portions of this that seem to contradict each other:

instead of closing one by one, I would like to create some trigger that will send the reporter only one response while still have to manually set ticket status from "IN PROGRESS" -> "DONE"

Can you walk me through what you would like to happen in this scenario, step by step? Example

You transition an issue to DONE
This triggers a rule
In the rule Jira checks to see if this is a win-back issue.
If it is not, the rule takes no further action
If it is a win-back issue
1. The rule will send one email to the reporter
2. The rule will automatically close the not-closed issues from the same Reporter that have a similar Summary

Identify what action you would be taking in Jira that would trigger the automation to occur.

Identify each action that rule should take. Identify any conditions that apply to the various actions, clearly specifying the specific actions to which a condition applies.

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